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A qualified instructor who prepares such activities as written exercises, group discussions, team events and role-playing scenarios, conducts classroom training. Each activity should be upbeat and highly participative to get trainees interested and involved.
When preparing for classroom-based training, have materials for each trainee, such as a workbook, paper, name tags, pen or pencil. The trainer also needs materials to conduct the class, such as a whiteboard and whiteboard markers. A computer, projector and a projector screen would also come in handy.
The training process starts when trainees are taught who their customers are, along with the company profile. The next step is usually the product specification where features and benefits of products or services are introduced to the trainees so they can help customers make the right choice and to help the representatives to resolve queries if an issue arises.
Aside from being knowledgeable in the company's products and services, customer service agents are also trained in communication skills. This involves the proper way of starting and ending calls, right choice of words as well as learning how to handle irate customers. Communication skills training is not only focused on the proper way to communicate but in cases where the trainee may have a thick accent, how to neutralize this accent as well. -
Web-based training is one that uses the online tutorials where participants learn through computer-associated media such as the Internet, intranet, local area network and CD-ROM. Training courses can be accessed online by the company's employees. Most companies offer certificate programs for their employees who complete a prescribed course after taking tests online.
This training method has become popular among many companies because it offers many advantages. For instance, web-based training enables staff members from different locations to have training at a specific period or time without having to travel. It can also provide the employees 24-hour access to training materials that can be studied at convenient times and enable management to keep track of the participant's progress. Finally, web-based training is less expensive compared to classroom training because it does not require a venue, instructors or materials.
Everything that is assessed in classroom-based training can be assessed in web-based training except for the communication skills, especially with vocal and speech training since these have to be assessed by a qualified instructor. -
Media-based training includes videos and audio tapes. This method is usually used with other training approaches or web-based training and when it is convenient for the trainee.
Normally, the company provides video or audio in which speakers explain the necessary training information and tips on how to handle situations in relation to customer service. The company provides the training materials depending on the skills and knowledge needed in training. This generally applies to all types of customer service to address particular points and matters for a certain product or service.
