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    Verino Training-Plan

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    DANICA MARGE VERINO
    This training plan outlines a 5-week program to train individuals in contact center services. In week 1, trainees will learn about customer service delivery processes through lectures, discussions, and simulations. They will identify rules for good customer service. In weeks 2-4, trainees will practice customer service skills like managing conflicts through additional simulations and role plays. Training will occur in the city of Dasmariñas, Cavite and utilize computer equipment, an ESL lab, and online resources. Trainees will be assessed through observations of discussions, demonstrations of skills, and a final simulated call.

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    Verino Training-Plan

    Uploaded by

    DANICA MARGE VERINO
    19 views2 pages
    This training plan outlines a 5-week program to train individuals in contact center services. In week 1, trainees will learn about customer service delivery processes through lectures, discussions, and simulations. They will identify rules for good customer service. In weeks 2-4, trainees will practice customer service skills like managing conflicts through additional simulations and role plays. Training will occur in the city of Dasmariñas, Cavite and utilize computer equipment, an ESL lab, and online resources. Trainees will be assessed through observations of discussions, demonstrations of skills, and a final simulated call.

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    Verino_Training-Plan

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    This training plan outlines a 5-week program to train individuals in contact center services. In week 1, trainees will learn about customer service delivery processes through lectures, discussions, and simulations. They will identify rules for good customer service. In weeks 2-4, trainees will practice customer service skills like managing conflicts through additional simulations and role plays. Training will occur in the city of Dasmariñas, Cavite and utilize computer equipment, an ESL lab, and online resources. Trainees will be assessed through observations of discussions, demonstrations of skills, and a final simulated call.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    19 views2 pages

    Verino Training-Plan

    Uploaded by

    DANICA MARGE VERINO
    This training plan outlines a 5-week program to train individuals in contact center services. In week 1, trainees will learn about customer service delivery processes through lectures, discussions, and simulations. They will identify rules for good customer service. In weeks 2-4, trainees will practice customer service skills like managing conflicts through additional simulations and role plays. Training will occur in the city of Dasmariñas, Cavite and utilize computer equipment, an ESL lab, and online resources. Trainees will be assessed through observations of discussions, demonstrations of skills, and a final simulated call.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 2

    Verino, Danica Marge B.

    PIE-16

    BTTE-CP-4A November 14, 2022

    Training Plan

    Contact Center Services NCII

    Trainees’ Training Training Mode of Facilities / Tools Assessment


    Staff Venue Date and Time
    Requirements Activity / Task Training and Equipment Arrangement

    Perform customer • Lecture Trainer Equipment City of • Trainer Week 1


    service delivery • Group Dasmariñas, assessment of 8:00am – 5:00pm
    processes discussion and • Computer with Cavite group discussions
    Demonstrate an
    dialogs peripherals and dialogs
    understanding and
    • Listening to • Computer • Random
    appreciation of the
    audio and/or tables and chairs demonstration by
    industry work
    viewing video (ergonomic) students
    environment for
    recordings • LCD projector •
    contact centers.
    • Homework • White board Demonstration
    and assigned • ESL laboratory via a simulated
    readings (optional) call flow
    • (Activity) Role • Internet access Week 2
    Identify and play • Software for 8:00am – 5:00pm
    describe the rules • In-house/ office productivity
    and principles for Enterprise-based • Internet
    good/complete training by browser updated to
    customer service contact centers or the latest version
    and the types of in partnership
    contact center with contact Materials
    processes centers
    Week 3
    8:00am – 5:00pm

    Complete the tasks


    in the conduct of a
    customer service
    delivery process by
    applying skills in
    effective English
    communication
    Week 4
    Applying methods • Macromedia 8:00am – 5:00pm
    and Flash browser plug-
    techniques for in and application,
    managing conflict updated to the
    and stress latest version
    • Video and audio
    recordings (sample Week 5
    Applying the rules 8:00am – 5:00pm
    and guidelines for speech reference
    building effective recordings)
    interpersonal • Video and
    relationships to audio recordings
    engage customers (sample contact
    center recordings

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