Customer Service Training

By

ACKNOWLEDGEMENT

I would first like to express my gratitude for my research supervisor, colleagues, and peers and family whose immense and constant support has been a source of continuous guidance and inspiration.

DECLARATION

I [type your full first names and surname here], declare that the contents of this dissertation/thesis represent my own unaided work, and that the dissertation/thesis has not previously been submitted for academic examination towards any qualification. Furthermore, it represents my own opinions and not necessarily those of the University.

Signed __________________ Date _________________

ABSTRACT

The quality of customer service is a process aimed at achieving the total satisfaction of the needs and requirements, as well as attracting an increasing number of customers by positioning it, leading them to make free publicity person to person. Professional development is the process by which individual progress through a series of stages characterized by different development tasks, activities and relationships. Professional development is an organized and formalized effort that focuses on the development of more skilled workers. Every person who first enters in the business is known as potential customer. Even though they may not purchase something today, they may purchase something tomorrow. Customer is defined as a person who will benefit the organization from the goods and services offered by the company. Much education practice operates at a safe neutral level without the space for emotional engagement, yet the idea that emotion plays a crucial role in learning has been discussed by many educational researchers

TABLE OF CONTENTS

ACKNOWLEDGEMENTII

DECLARATIONIII

ABSTRACTIV

CHAPTER 1: INTRODUCTION1

2.1 Introduction4

2.2 Why Professional Development is Necessary4

2.3 The myth about Professional Development5

2.4 Professional Development as an investment6

2.5 Areas of Professional Development6

2.5.1 Leadership6

2.5.2 Diversity7

2.5.3 Team Building8

2.5.4 Product Knowledge Development9

2.5.6 Customer Service12

2.6 Methodology used in Professional Development12

2.6.1 Types of methodology12

2.6.2 Effectiveness of these methodologies13

3.1 Define Customer Service14

3.1.1 Who is the customer?15

3.1.2 What is service?17

3.2 Customer Service training as an important investment18

3.3 Customer Service training in business19

3.4 Key learning areas in Customer Service training20

3.4.1 Product knowledge21

3.4.2 Confidence21

3.4.3 Observation21

3.4.4 Listening22

3.4.5 Empathy22

3.4.6 Questioning skill23

3.4.7 Resolving conflict23

3.5 Customer Service training Methodology23

3.6 Conclusion25

CHAPTER 4: DRAMA IN EDUCATION26

4.1 History of drama in education26

4.2 Drama in Education27

4.2.1 Learning through Drama29

4.3 What Drama can do in Education30

4.4 Drama in Education Methodology31

4.4.1 Improvisation32

4.4.2 Role Play33

4.4.2.1 Informal Role-Playing34

4.4.2.2 Structured Role-Playing34

4.5 Conclusion35

CHAPTER 5: DRAMA BASED CUSTOMER SERVICE TRAINING36

5.1 Matching the two discipline36

5.2 Drama based Customer Service methodology37

5.2.1 Theory of drama in education40

CHAPTER 6: RESEARCH43

6.1 Introduction43

6.2 Research methodology45

6.2.1 Qualitative and Quantitative45

6.2.1.1 The Research Process48

6.2.1.2 Research Paradigm49

6.2.1.3 Research Approach50

6.3 Research Methods51

6.3.1 Primary Research52

6.3.2 Secondary Research52

6.3.2.1 Quantitative54

6.3.2.2 Qualitative55

6.3.2.3 Semi-Structured56

6.3.2.4 Justification for Chosen Method57

6.4 Sample Criteria57

6.4.1 Limitations and Suggestion for Future Research58

6.2.2 Triangulation58

6.5 My research instruments59

6.5.1 Questionnaire59

6.5.2 Interview59

6.5.2.1 Access60

6.5.2.2 Informed Consent60

6.5.2.3 Confidentiality61

6.5.2.4 Validity and Reliability61

6.5.2.5Research Ethics63

6.6 The Research64

6.6.1 Pilot Program64

6.6.2 Introduction64

6.6.2.1 Questionnaire65

6.6.2.2 Interview65

6.6.2.3 Participants66

6.6.2.4 Learning objectives66

6.6.2.5 Program66

6.6.2.6 Facilitator journal67

6.6.2.7 The data67

6.6.2.7.1 Presentation of the data67

6.6.2.7.2 Analysis of data67

6.6.3 The Program68

6.6.3.1 Introduction68

6.6.3.2 What I learn from the pilot69

6.6.3.3 Participants70

6.6.3.4 Learning objectives70

6.6.3.5 Program70

6.6.3.6 Facilitator journal73

6.6.4 Presentation of the program data73

6.6.5 Analysis of the program data73

6.6.5.1 Product knowledge73

6.6.5.2 Confidence74

6.6.5.3 Observation74

6.6.5.4 Listening75

6.6.5.5 Empathy76

6.6.5.6 Questioning skill76

6.6.5.7 Resolving conflict77

6.6.6 Summary of the Questionnaire ...