The conclusion of “training” needs careful and extending research all through an organization. Few outside teaching organizations have the assets to dedicate to such rigorous activity. Consequently, the “assessments” that are undertook by these organizations tend to aim on general localities for advancing work competency rather than the “development” of exact job-related skills.
Training Program Outline
Outline
Introduction
Training Objectives...........................
Interpersonal Skills of the Professional CSR........
Products and Services: Knowledge and Processing..........
Checks and Check Handling.............................
Banking Regulations..........................
Mandated Training Requirements........................
Anti-Harassment Training.....................
Anti-Workplace Violence Training............
Equal paid work opening administration Training........
Recommended Training Programs...................
Selecting the Customer Service Representative Trainer....
Position Requirements.......................
Trainer's Responsibility.............
Steps in Developing the CSR teaching Program..............
Gather and/or compose principles and Procedures...........
Modify or Develop the Model CSR Training Manual Content, Activities, and Other Materials.............
Modify the Model CSR Training Manual Content.........
Model CSR Training Manual Highlights....................
Interpersonal and Technical Skills.......................
Procedures.............
Modify/Develop Training Activities............
Develop Other Materials.............
Modify Training Schedule...........................
Set Up a Training Location.....................
Establish Ongoing Evaluation of the CSR Training Program...
Evaluate During Development.....................
Assess Trainee Learning................
Assess Trainee Reaction................
Assess Job Impact...................
Improve the Program as Needed.....................
New Trainee Expectations Checklist.............
Performance Review for Trainees...............
Review Objectives......................
Rating System................
Lack of Training...........................
Avoid One-Sided Reviews.........................
Trainee Preparation for the Review.......
Using Questions Effectively..........................
Training Evaluation Form...............
Preparation for Effective Change.........
Measuring the Effectiveness of CSR Training..........
Problem Statement/Needs Assessment/Innovation
Profile of a clientele Service Representative............
Personality and Character Traits...................
Communication Skills........................
Motivation.........................
Four Cs of Professionalism............
Competence..............
Confidence.........
Courtesy............
Confidentiality..........
Marketing Skills................
Computer Literacy.......................
Personal Conduct and Appearance..............
Methods/Strategies/Approach
Code of Ethics........
Conduct and Ethics: dissimilarities and significance of both...