The document outlines an internal training program for customer service experts. It discusses filling gaps in customer handling processes, communication skills, and service attitude by creating subject matter experts, mentors, and standardized service practices. The training program includes training experts and mentors, on-the-job training, role plays to practice handling different customer types, standard communication guidelines, and written assessment tests to evaluate performance. The goal is to empower employees to better meet internal and external customer needs through an improved understanding of customers and company policies.

1. Customer Service Experts-An Internal Training 1
Customer Service Experts

2. We have GAPS in………….
 Customer Handling Process.
 Communication Skills.
 Taking Ownership.
 SERVICE Attitude.
Customer Service Experts-An Internal Training 2

3. We can FILL the GAPS by Creating
 Subject Matter Experts ( SMEs).
 Mentors to Direct & Form Experts CCAs.
 Creating & Making them understand the STANDARD of SERVICE.
 EMPOWERED Employees with ability to take DECISIONS &
 External and INTERNAL both Satisfied CUSTOMERS.
Customer Service Experts-An Internal Training 3

4. Its Time To Take ActionS
 Training For SMEs and Mentors.
 On Job Training (O.J.T.)
 Role Plays.
 Standard Verbiages.
 Written Assessment Tests ( Monthly.)
Customer Service Experts-An Internal Training 4

5. Training
We need to select Best Employees from each departments and Train properly to make
them as SMEs and Mentors.( Selection can be on the basis of Tenurity , FC champion,
Sale Champions etc.)
 Training will be about Our Strategies along with competitor's , Product Knowledge,
factors deciding Customer Satisfaction, process improvement and leadership qualities.
 We need to make them understand that they are more responsible than others.
 We need to EMPOWER them but before this make them understand that what can be
effects On Customers , On Organisation and On their Colleagues of decisions
taken by them.
Customer Service Experts-An Internal Training 5

6. On Job Training
 OJT will be given by SMEs and Mentors to New Employees or the Old also can be if
She/He is lacking of performance.
 In the OJT mentor will train them about RSS , Customer Handling Process and how to
close a sale etc.
 After finishing the OJT the participant need to attend the customers and His/hers
Mentor need to observe them without knowing and identify the further areas of
improvements.
 At EOD Mentor will give feedback to Participants. ( Sandwich Feedback )
Customer Service Experts-An Internal Training 6

7. Role Plays
Customer Service Experts-An Internal Training 7
Angry
Customer
Decisive
Customer
Rational
Customer
Emotional
Customer
Normal
Customer
• Role plays will help CCAs to handle and tackle the issues of different types
of Customers like……

8. Standard Verbiages ( Communication Skills)
 Positive outlook.
 Never say “NO”.
 E.g. We Do Not Work on Sundays. Incorrect
We only Work from Monday to Saturday. Correct
 Customer : You Do not have Shirts Here??
Agents : Sir we are very sorry to say but we have only Trouser here , you can check There.
 Customer : Can I have a Trail of this Cloth?
 Agent : Sure Sir Why Not……( With a decent Smile and Energy )
 Customer : Where is CSD?
 Agent : Sir please come with me , I’ll feel happy to help you to reach CSD.
 Agent : Sir How May I help you ?
 Customer : No , Thanks I am just browsing .
 Agent : Ok , Sir I am Here only please do let me know if you need any help.
Customer Service Experts-An Internal Training 8

9. Written Assessment Tests
 This can be taken after the training.
 It will also help CCAs to be aware with current market conditions.
 It also can be about SSL policies and SOP.
 It also can be for the Improvement of Employees RSS and other
communication skills.
 In the test we can give conditional questions, so that CCAs can better
understand what to do in different conditions.
Customer Service Experts-An Internal Training 9

10. Performance Matrix
Customer Service Experts-An Internal Training 10
Was CCA Understand the need of customer ? Not at all Somewhat good Good Very good
Did he answer the queries with adequate information? Not at all Somewhat good Good Very good
Level of customer experience? Good Happy Satisfied Delight
CCA proficiency to handle the customer ? YES NO ( Will/Skill Issue)
Willingness to Help of CCA towards Customer ? YES NO ( Will /Skill Issue}
What was the time period to attend a customer by CCA? Adequate Inadequate
Level of ServiceParameters

11. For Understanding…….
 There is only one boss. THE CUSTOMER. And he can fire everybody in the company from
the chairman on down, simply by spending his money somewhere else. Sam Walton
 Employees First , Customer Second. Veenith Nayar
 Make them understand that they have a great VALUE and very IMPORTANT for SSL.
 Make them understand relationship between Top-line and Bottom-line.
Customer Service Experts-An Internal Training 11

12. Now Time To GAIN………..
 Private label Contribution in Bottom-line.
 MS Score.
 Delighted Customers.
Loyal Customers as well as Loyal Employees.
Experts CCAs.
Lower Attrition Rate.
Employees Satisfaction.
Customer Service Experts-An Internal Training 12

13. …….…Now Your Turn………
Customer Service Experts-An Internal Training 13