Course Project - Final Report Due

Customer Service Training

Name: Rodney Wheeler

Institution: Rasmussen College

Date: 08/24/15

Customer care service refers to the provision of service to the customers during, before and after purchase. Consequently, it may vary by an industry, service, product and individual customer. However, the perception of achievement of such relations is independent on workers who can suddenly adjust themselves to the traits and need of the guest.

Customer service training program, contributes significantly to an excellent customer service. When a company provides training for the team eventually their skills will increase. Trained employees demonstrate professional customer service skills and further improve customer loyalty and satisfaction. The company retains their customers as well as improving profits through good customer service. Moreover, satisfied customers open up more to extra sales messages as they also refer more customers to the same company.

For instance, Apple customer service training program has greatly added up to their reputation. The trained employees have the same language and process to serve their customers. Those working online chat with the clients or even call or allow the customers to call back to help them. They listen to them humbly a trait that attracts many customers to buy their technology and online products. However, everyone employed to work in Apple retail store should complete a concentrated fourteen day training program

The training manual covers all from using Analytical Service to Genius characteristics and actions. The employees have been given instructions on how to act on the sales floor. The program emphasize on empathy, confidence, good communication and feedback provision to the customers. Employees are instructed to be very understanding to their client and help where possible. They also need to give immediate feedback to other workers, if they realize their

Interactions with the clients does not put up with their standards. However, positive language has attracted too many customers to buy their phones and other electronics. Therefore, training program for the customer service enhances productivity and company growth.

References:

Evenson, R. (2011). Customer service training 101.

Gee, V., & Gee, J. (2000). The customer service training tool kit: 40 training activities for customers service training. N.Y: McGraw-Hill.

United States. (1997). Corporate Education Training Program for Customer Service: A reference guide for Customer Service and Taxpayer Service training program guidelines and course description. Washington, D.C.: Dept. of the Treasury, Internal Revenue Service.

References

Conway, K., Gustafson, D., Danson, Capers, K.H., & Brown, D. (2012) U.S. Patient no.8,094,790. Washington, DC: U.S. Patent and Trademark Office.

Gallo, C. (2012). The Apple experience: Secrets to Building Insanely Great Customer Loyalty (ENHANED EBOOK).McGraw Hill Professional.