Training Plan For Customer Support Team Representatives Ppt Powerpoint

Slide 1: This slide introduces Training Plan for Customer Support Team Representatives. State your company name and begin.
Slide 2: This slide states Agenda of the presentation.
Slide 3: This slide shows Table of Content for the presentation.
Slide 4: This slide highlights title for topics that are to be covered next in the template.
Slide 5: This slide carries an overview of customer service training containing the description and reasons for having training programs such as increasing customer satisfaction rate, gaining competitive advantage, etc.
Slide 6: This slide represents the key facts highlighting the importance of providing training to employees for customer services. Various stats included are companies increasing budget for customer services, customers.
Slide 7: This slide mentions the advantages of having well-trained customer care representatives. Various benefits included are providing better opportunities, building reputation, improving communication skills and increasing customer satisfaction.
Slide 8: This slide highlights title for topics that are to be covered next in the template.
Slide 9: This slide carries an overview containing various types of customer service training. It includes descriptions and goals such as training the team to serve customers, learning methods and practices, etc.
Slide 10: This slide mentions the various categories of customer service training provided by companies to their employees. Different types included are new hire, regular, emergency, phone, and live.
Slide 11: This slide highlights title for topics that are to be covered next in the template.
Slide 12: This slide carries an overview of customer service training provided by the company to the new employees for delivering quality services. It includes description and the importance of training for new hires.
Slide 13: This slide indicates various steps to be followed for providing customer service training to new employees. Different steps included are company introduction, teaching communication skills, problem-solving training, etc.
Slide 14: This slide illustrates a timeline plan for scheduling the training program for the new employees of the company. Various steps included are company introduction, teaching communication skills, problem-solving training, etc.
Slide 15: This slide highlights the tips for the successful training of new employees regarding customer care services. Various practices included are stating clear objectives, using effective training material, providing practical experience, etc.
Slide 16: This slide demonstrates the percentage of costs involved in providing customer service training to new hires. Various costs involved are external trainer costs, venue expenses, material costs, consultant costs and so on.
Slide 17: This slide highlights title for topics that are to be covered next in the template.
Slide 18: This slide exhibits an overview containing the description of regular customer service training. It includes purpose of providing training such as improving customer care services, maintaining the quality of services, etc.
Slide 19: This slide illustrates a training plan to improve the quality of services offered by the customer support team. Various topics of training included are active listening, customer handling, content update, etc.
Slide 20: This slide mentions the best tips for providing effective training to employees on a regular basis. Various practices included are conducting needs assessment, using multiple methods and customizing the content.
Slide 21: This slide highlights the different types of costs associated with employee training for providing excellent services to customers. Various costs included are training provider salary, in-house training, material costs, and so on.
Slide 22: This slide highlights title for topics that are to be covered next in the template.
Slide 23: This slide mentions an overview of emergency/time-sensitive training. It includes its description and purposes such as addressing specific issues, responding to urgent problems, etc.
Slide 24: This slide illustrates an emergency training plan to be followed at the time of crisis. Various elements included in the plan are training topic, date, responsibility, issue to be addressed, no. of trainees, time of training, etc.
Slide 25: This slide mentions various tips to ensure effective training of employees in times of emergencies. Various practices included are intensive training sessions, accessible training methods, and consistent communication.
Slide 26: This slide represents the cost structure and total budget for emergency customer service training. Various costs involved are external trainers, venue expenses, technical costs, etc.
Slide 27: This slide highlights title for topics that are to be covered next in the template.
Slide 28: This slide carries an overview of phone training provided to the customer support team for handling issues on the phone. Various benefits of such training included are learning basic skills, enhancing communication skills, etc.
Slide 29: This slide illustrates a plan in the form of calendar indicating the training schedule for employees. Various training topics included are telephone etiquettes, emotional intelligence, communication skills, etc.
Slide 30: This slide mentions the best practices for ensuring the effectiveness of phone training provided to the customer support team. Various practices included are conducting role-playing tasks, providing technical training, etc.
Slide 31: This slide carries a budget plan for phone training provided during the six months. Various pieces of training included are telephone etiquette, communication skills, emotional intelligence, customer handling training and so on.
Slide 32: This slide highlights title for topics that are to be covered next in the template.
Slide 33: This slide mentions an overview of live chat training for providing excellent customer service. Various objectives included are providing quality services, ensuring speed and convenience, etc.
Slide 34: This slide carries a plan highlighting the training topics for the customer support representatives. Various topics included are an introduction to live chat platforms, multitasking skills, personalization training, etc.
Slide 35: This slide covers various steps to be taken by the company for ensuring the quality of live chat services provided to the customers. Various practices included are continuous learning, practical training and performance evaluation
Slide 36: This slide inculcates a cost structure highlighting various costs involved in providing training toe customer support team for live chat services. Various costs included are material costs, technical costs and trainer costs.
Slide 37: This slide highlights title for topics that are to be covered next in the template.
Slide 38: This slide carries an organizational structure containing various teams, divisions, and departments such as production, marketing, administration, sales and customer service.
Slide 39: This slide illustrates the team structure of the customer service department in the company. Various team members associated are Vice President and Director – Customer Success, Onboarding Team Leader, etc.
Slide 40: This slide represents the various roles and responsibilities of team members associated with the customer service department. Various team members included are the VP and Director of customer success, onboarding team.
Slide 41: This slide highlights title for topics that are to be covered next in the template.
Slide 42: This slide mentions the various metrics used to measure the impacts of customer services training. Various KPIs included are CSAT score, average response time, FCR rate and CES score.
Slide 43: This slide mentions an increase in Customer Satisfaction (CSAT) Score after providing training to the customer support team representatives.
Slide 44: This slide mentions the calculation of the First Contact Resolution Rate for the month of January and August indicating the pre and post-training periods respectively.
Slide 45: This slide carries a comparison between average response time per source in pre and post-training periods. Various sources included are phone, email, portal, Facebook and other sources.
Slide 46: This slide carries an impact of customer service training on the Customer Effort Score (CES). It includes CES score calculation for the months January and August indicating an increase in CES score
Slide 47: This slide demonstrates an effect of effective customer services training on the number of queries received by the team. Various reasons for the decline are improvement on service quality, regular trainings, etc.
Slide 48: This slide contains all the icons used in this presentation.
Slide 49: This slide is titled as Additional Slides for moving forward.
Slide 50: This slide shows Tools for customer service training programs.
Slide 51: This slide presents Skills required for customer service team.
Slide 52: This slide displays Various steps for effective training of customers.
Slide 53: This slide represents Set KPIs for measuring the performance of customer support team.
Slide 54: This slide provides 30 60 90 Days Plan with text boxes.
Slide 55: This slide shows SWOT describing- Strength, Weakness, Opportunity, and Threat.
Slide 56: This slide depicts Venn diagram with text boxes.
Slide 57: This is a Thank You slide with address, contact numbers and email address.