Type: Exploratory
Pages: 4 | Words: 1135
Reading Time: 5 Minutes

In order for a company to achieve high levels of returns, customers are important assets the company needs to take care of. Failure by many companies to treat their customers to the level of meeting their needs fully and satisfying them, usually causes huge losses to the company in terms of sales turnover. It is, therefore, the role of the company’s management to enhance its employee’s public relations in order to “˜win’ more customers as well as maintain their current customers. In order for the customer care service department to acquire the right communication skills, training on customer excellence service delivery will be needed to improve their communication skills, especially the soft skills.

The outcome of this training will be to enhance the communication skills of the employees in the customer care department in order to ensure that they are fully satisfied. This would help to avoid a big decline in the number of customers that has been observed in many companies recently. The goal of this training program will be to impact the employees of the relevant department with soft skills that will help them to avoid arguments with customers that leads to their dissatisfaction.

In order to attain the expected training outcomes, a number of methods will be used to effectively impact the employees with the required soft skills to enhance their relation with the customers. For the purpose of this,, three training methods have been chosen since they are more effective and efficient in achieving the intended outcomes. They include case studies, group discussions and role playing.

Group discussion occurs when a trainee and trainer come together and discuss about various case studies. During these discussions the group members bring up the questions and every member of the group participate in the discussion by presenting their experience, suggestions and answers (Blanchard, 2010). The method has a number of merits. First, there is an open communication between group members and, therefore, each member can give his/her view concerning the challenges they face when handling customers and come up with suggestions on how they can overcome the challenges for the sake of improving the levels of their service delivery in order to satisfy the customers’ needs. Second, this method gives room for concept creation, which can be used to overcome future challenges.

Group discussions provide a room for members involved in those discussions to share ideas that are needed to improve their soft skills. Through sharing of ideas, the trainees and the trainer are able to come up with a method that can be used by the employees to improve their customer relation skills. Finally, employees in groups can share their experiences during their service delivery and, others can learn or improve from these experiences. At the same time, group discussion as a training method has a number of demerits. They include one member of the group dominating in the discussion; there is time wastage in a group discussion compared to the usage of lectures, and, at times, discussion can get off the course easily.

Role Playing.This is an exercise where a trainee plays out his or her work situations and improve on his or her problem that are set through the implementation of skills that they learned from the training program (Essortment.com, 2002). The method has a number of merits when used in these trainings to impact employees with soft skills. The method provides employees with a practical opportunity to drill their acquired skills, and this will help them to improve their weak areas: efficiency in providing services to the customers.

This method involves emotional aspect, and, employees in cognitive ways can learn the skills of understanding the behavior of other peoples, thus, improving the way they communicate with each other. Role-playing as a training method has a number of demerits. Feedback given by employees in the same level may prove to be useless. The employees participating in the role paying exercise may create anxiety resulting into discomfort among the participating members. The progress of role paying can be interrupted frequently and, thus, resulting to creation of additional artificiality.

Case Studies.Case studies are taken from actual calls that are received in the call center by the employees as they discuss with customers real issues related to customer’s accounts (Caleb, 2005). This method has some merits that are crucial in achieving the expected outcome of the training. First, the employees will be exposed to real life situations related to customer care services. Second, the trainees can apply the various systematical tools and can provide the accounts of the training in detail. At the same time, this method has some demerits. First, in specific situations, application of systematic tools may not be applicable in more than one situation. Finally, the trainer is supposed to be creative and highly skilled at providing leadership during discussions and keeping trainees on track.

The following table shows a comparison of the three training methods.

Case Studies

Group Discussion

Role Playing

Exposes the trainees to real life situations

Does not expose the trainees to real life situations

Exposes the trainees to real life situations

Does not provide an opportunity to practice skills learned during training

The method does not provide a room for the trainees to practice what they learn during discussions

The method do provides the trainees with an opportunity to practice the skills they acquire during the training

There is no room for open communication

There is a room for open communication

There is a room for open communication

Preferred Method of Training

The most effective methods that will help to achieve the expected outcome of training will be a combination of role-playing and a group discussion. Given the nature of the training and the skills that the employees in the customer care department need to be impacted with, the combination of two methods proves to be the best. The work of employees in the customer care department largely involves listening and communicating with customers through various verbal communications strategies. Therefore, in order to effectively deal with customers of different nature one needs to have soft skills. Two methods provide room for the employees to acquire the soft skills through being actively involved in the activities of the groups during the training process.

Group discussions allow all to participate. This participation can be monitored and encouraged by a trainer wth discussions of the case studies, problems, definitions, reactions, procedures and anything else that may be part of the training class (Broad, 2005). Discussion method facilitates the trainee to ask questions the other trainees through give-and-take movement of conversation.

In conclusion, the outcomes of the training will be attained if the best tools of training are applied and the current problem are experienced in the customer care department, and they are thoroughly dealt with in the long run, thereby restoring the confidence of the customer on the company activities.

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