1. Instructional Plan and Presentation Michelle Jones CUR/516 March 9, 2015

2. “Customer service is the experience we deliver to our customer. It’s the promise we keep to the customer. It’s how we follow through for the customer. It’s how we make them feel when they do business with us.” – Shep Hyken How do you improve your customer experience?

3. What we know about Customer Service The average unhappy customer will tell eight to 16 people about it. It costs five times more to attract a new customer than to keep a current one. If you make an effort to remedy customers' complaints, 82-95 percent of the customers who made them will stay with you.

4. Determining Employee Qualifications Ensuring that you have the best-qualified employees in your customer-facing job positions is vital to good customer service. Individuals with poor communication skills or a negative attitude would seem unlikely candidates for close customer contact. Make sure that your customer service representatives reflect the same expectations as your organization.

5. Sir Francis Bacon famously said, "Knowledge is power."

6. Phase I Title: Call Center-Confidence and Professionalism Course Description: Learn Strategies to improve job performance as well as improve customer service and call center best practices, connecting customers, and handling difficult customers

7. Phase I Continued: Target Audience: Call Center Staff Managers Individual Contributors Team Leads High School Diploma Some College Associate’s Degree Master’s Degree Bachelor’s Degree Computer Skills Software programs Tech Savvy

8. Delivery Modality and Length Caresource University (Classroom1) 4.0 Hours

9. Training Goals Employees will continuously improve the quality of customer interactions. Employees will develop grater understanding of their own behavior and explore the effect of authentic conversations.

10. Phase II Customer care advocates will: Analyze 5 video clips that demonstrate successful and unsuccessful customer service calls and work with partner to rewrite the unsuccessful scenario to become a successful customer service interaction. Provide a correct and timely response to a customer inquiry during in-class simulations three times without error. Objectives

11. Explanation of objectives 1. Video clips help customer care advocates learn how to anticipate customer needs. 2. Simulations offer a control environment in which the customer care advocates can develop critical thinking skills and build self-confidence. 3. Collaborative learning allows an active exchange of ideas between customer care advocates and promotes critical thinking.

12. Strategies and activities Lectures Discussion Collaboration

13. Technology Needed Youtube Videos Simulation game

14. Phase III First Hour: learn techniques for success and strategies for customizing their service Second Hour: discuss all aspects of providing warm, sincere, and reliable service over the telephone Third Hour: learn how to interact effectively with customers who are angry, distraught, scared or even manipulative Fourth Hour: teaches how to leave a positive, lasting impression with those served

15. Admin InstructorFacilityIT Involved Parties

16. Resources and Materials Room with desks and Chairs Training Manuals Internet AccessPower Point Slides Computers for all participants Instructor Guide ProjectorPens and Markers White BoardName Plates

17. Implementation Required Training Automatically posted to employees transcript Registration accessed through intranet online registration

18. Training assessments Summaries and Reflections Stop and reflect Make sense of what was heard or read Gain from personal meaning from learning experiences Collaborative Activities Move and/or communicate with others Develop and demonstrate understanding of concepts t

19. Phase IV Evaluation Call Center Evaluation Form

20. Reference Ferri-Reed, Jan (2011). Driving Customer Service Excellence. The Journal for Quality and Participation, 33.4, 30-32.