Customer Service Training Plan Unit VI
The EMS organization you work for is experiencing higher than average numbers of customer complaints. The director feels that the existing training plan is out of date and needs to be updated before additional training takes place. She has tasked you with updating the customer service training plan for the organization.
For this assignment, prepare a customer service training plan for your organization. You may create this for an organization you are currently employed with, previously employed with, or would like to work with in the future. Your customer service training plan should be geared to the specific industry and type of agency you are writing about. Include an introduction to your plan with some background information about your chosen organization and the importance of customer service in that specific industry.
Your training plan should contain the following topic areas at a minimum:
expected behaviors consistent with good customer service;
components for both internal and external customers;
procedures for handling customer service issues that need to be escalated to management;
standards that are measurable, such as answering phone calls within two rings; and
sample scripts for common situations.
Your training plan must be at least two pages in length. Include at least two sources for references. Adhere to APA Style when creating citations and references for this assignment. APA formatting, however, is not necessary.