Accounting

BUS102 Customer Service Management

1. a person or group working at school or in the community. You need to evaluate school, store, bank, hotel or restaurant, location that you have visited within last two years. Remember how CSR interact with customers. Pay particular attention to their ability to develop a relationship with customers so the customers will want to return. After you have to survey, develop a training plan for the person/group you observed to make sure the areas of weakness you identified are addressed and corrected. Be sure to consider employees' verbal and non-verbal communication styles when addressing their training plan. When developing a training plan, include the following areas:

1. What skills do the individuals need to improve?

2. What is the mode of training? For example, will you use role plays, videos, job

shadowing?

3. How long will the training last?

4. Who will perform the training?

5. How often will employees need to refresh their skills? Who will provide the

necessary follow-up training?

4. After your training plan is complete, submit your individual observation evaluation form and your training plan to your instructor.

5. outline of your presentation in Microsoft Word.