Customer Service Specialists Case Analysis

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Customer Service Specialists Case Analysis

The position of customers service specialists require competent people who can help customers with their needs, as well as ensure that customer requests are handled effectively. The training objectives for such individuals focus sharpening their skills and knowledge to warrant that the individuals master the entire basic and advanced competencies, which are required for the CSS job. Therefore, the objectives of the training will be equipping the learners with problem solving skills and computer skills, which are vital in rendering quality services to customers with the highest possible accuracy. The objectives are relevant to the KSA requirements; as they emphasize on the mastery and acquisition of the skills and knowledge necessary for competent CSS (Blanchard & Thacker, 2010).

The training objectives for CSS will be pursued in an entire month, which will follow the following training agenda.

CSS Training Agenda

9:00-3:00

Length (day)TimeTask

59:00-3:00learn personal computing skills

49:00-3:00learn the supervisory skills

69:00-3:00learn cross-cultural customer communication

39:00-3:00strategies of multitasking and adherence to policies

59:00-3:00conflict resolution and conflict prevention strategies

39:00-3:00problem solving techniques and strategies

39:00-3:00university rules, regulations and work expectations

2 10:00-12:00tests and examinations

Evaluations

The above learning modules and objectives of learning the skills and knowledge in each section will utilize lecture methods. Interactive lecture methods allow for exchange of knowledge and skills between the professionals and learners. Each individual will be given typical CSS level tasks to handle. Trainees who will demonstrate mastery and competence in handling the task in the job environment will be assumed to have mastered the skills and knowledge required of the job. The questions that will be asked will focus on the technical skills and most appropriate knowledge that pertains to CSS. The supervisors should limit their questions to information, skills, and knowledge specific to CSS (Blanchard & Thacker, 2010).

References

Blanchard, P. N., & Thacker, J. W. (2010). Effective training: Systems, strategies, and practices. Pearson Education.