A complete 6-hour customer service training curriculum with role plays, activities, and assessments.
Design a comprehensive customer service training module for new [Front-line agents / Retail staff / Account managers] at [Company Type]. Module structure (6 hours total): Module 1: Customer Service Philosophy (1 hour) - Why customer service matters - Our service standards - Brand voice and tone Module 2: Communication Skills (1.5 hours) - Active listening techniques - Empathy mapping exercise - Written vs. verbal communication Module 3: Handling Difficult Situations (1.5 hours) - HEARD framework - De-escalation techniques - Practice scenarios (5 role plays) Module 4: Product Knowledge Framework (1 hour) - How to learn what you don't know - Using knowledge base effectively Module 5: Quality and Metrics (1 hour) - How performance is measured - CSAT, NPS, FCR explained For each module: Activities, discussion questions, assessments.