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Training Session Plan - Customer Service

JBC Manufacturing held a training session on October 28th for 5 new administration recruits. The session aimed to teach effective customer complaint management. Trainees would learn reasons for complaints, benefits of handling complaints well, complaint procedures, and managing emotions. Methods included group discussions, brainstorming, presentations, practice, and role playing. The session concluded with feedback and potential future training.

Uploaded by

Awie Shoubli Jamal
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3K views2 pages

Training Session Plan - Customer Service

JBC Manufacturing held a training session on October 28th for 5 new administration recruits. The session aimed to teach effective customer complaint management. Trainees would learn reasons for complaints, benefits of handling complaints well, complaint procedures, and managing emotions. Methods included group discussions, brainstorming, presentations, practice, and role playing. The session concluded with feedback and potential future training.

Uploaded by

Awie Shoubli Jamal
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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Sample training session plan

SAMPLE TRAINING SESSION PLAN


Organisation: JBC Manufacturing
Department: Human Resources
Date: 28th October
Trainer: Jack Pickle
Participant/s: 5 new recruits — administration
Location of training: Training room 3rd floor
Training objectives: By the end of the training session participants will be able to
manage customer complaints effectively in their work area.
Introduction: We will cover reasons for customer complaints, benefits of effective
complaint handling skills to manage complaints and emotions.
Assessment:
Participants will:
• determine reasons for customer complaints
• identify benefits of complaint management
• handle complaints
• manage emotions.
Main points Training methods
Why customers complain Group discussion

The benefits of effective complaint Group discussion, brainstorming


management

Complaint management procedures Overhead transparencies, practice

Managing emotions Question and answer, role play

Conclusion: Areas covered, feedback about performance, any future plans


Resources/training aids: Whiteboard, overhead projector, handouts

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