TRAINING PROGRAM OUTLINE

Training Program Outline

Abstract

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...

Conduct Demeanor Manner...........

Ethics = values, principles, Beliefs......................

Customers consider perform and Ethics...............

Your Four Communicating Styles..........................

Build Your Own Image...................

How Do You Start Your Day?

Exercise Every Day.......................

Grooming for the Office.......................

Points for Men......................

Points for Women.......................

Special Tips for climate Changes.................

See yourself as other ones glimpse you.....................

Points for Your Eyes...............

Eye Makeup...........

Points for Your Hands........................

Points for Your Feet...............

Message of hue to Your Customer..................

How to rest and overwhelm Tension.............

Mental First Aid...............

Physical Tension.............

Visibility Today conceives tomorrow's enterprise Success.........

Importance of Clothing...............

Comfort: An Inner Feeling....................

Comfort: Dressing for Respect....................

Comfort: Keeping Tailored..............

Comfort: Knowing Is Power...............

Customer Service Training.......................

Customer Service Quiz........................

Guidelines for clientele Service Representatives....

Management plan

Purpose/Applicability/Updates and Distribution............

Organizational Tasks and Contract Omission Responsibilities.

Contract Authorities, Delegations and Limitations.........

Contract Administration and Oversight......

Communication Protocols..............

Contract Performance Management.......

Execution/Evaluation (Contractor Appraisal Process).....

Feedback and Improvement................

Reports and Other Deliverables..................

Evaluation plan

Session Overview and Schedule.........

Welcome and Review..........

Overview of supervising and Evaluation Work Plans......

Overview of Monitoring and Evaluation Work Plans...

Creating a Monitoring and Evaluation Work Plan.....

Presentation of Monitoring and Evaluation Work Plans....

Disseminating and Using Monitoring Assessment Results ...

Financial Portion of Plan

Financial design (FP) endows intermediate and long-range planning and goals.

FP is drawn from business beliefs and goals.

FP needs aim setting and pragmatic evaluation by boss Council.

An FP reduces company flexibility.

Scope

The suggested FP will be utilized to direct intermediate- and long-range goals of the STC-HPS.

The FP can be changed or disintegrated by a majority ballot of the EC.

The goals of the FP will be founded on the education, study, and public policy goals of the ...