Basic Customer Service Skills Training

General Objective:

At the end of the activity, the participants are able to enhance their knowledge, attitude and skills in customer service. Specifically, the participants will be able to

1. Define what is customer service

2. Identify the do’s and don’ts in customer service
3. Demonstrate basic customer service skills

Date/Time Objectives Topic/ Activity Methodology/ Responsible Needed Materials Expected

8:00-8:30 AM To register and conduct
pre-registration process
Learning Process Person Output
Flow
Registration and Billeting Arrival and Check-in Training Attendance sheet, directory, Filled-up directory,
Registration and Team/Secretariat training kit, pre-test and attendance sheet and
other admin concerns freedom wall pre-test and
participants assigned to
their rooms.

8:30-9:30 AM To formally open the Part 1: Opening Amenities Program EMCEE/Main LCD, Laptop and Program
activity  Prayer Facilitator Slides
 National Anthem
 Opening Message

8:30-9:30  To establish familiarity among Part 2: Training Orientation Mixer and Getting to Know Facilitator/ Metacards, masking Participants are put at ease and
participants  Leveling of Expectations Resource tape, pentel pens, are oriented on the training
 To have common understanding of  Objective Setting/Rationale Person laptop, LCD rationale, objectives and flow.
the objectives, flow/processes,  Course Outline/Schedule of projector, and

1
 mechanics of training and agree Activities PowerPoint
on some norms to be applied in  Norms Setting presentation.
the training duration.  Other administrative details
9:30-10:30 AM 1. Define what is customer service. Session 1: What is Customer  Activity: Conversation Eggs (Raw) The participants are able to
Service? on Customer Service Scrap paper define what customer service is
2. Identify the do’s and don’ts in Experience Masking Tape and identify the do’s and don’t’s
customer service in customer service.
 Discussion: “The Basics Powerpoint
of Customer Service” Presentation
10:30-11:30 3. Demonstrate basic customer Session 2: Basic Customer  Activity: “Shadowing” Powerpoint The participants are able to
service skills Service Skills  Discussion: Customer Presentation demonstrate skills on basic
customer service.
Service Skills

11:30-12:00 CLOSING

LUNCHBREAK

Prepared by: L’MICHELLI K. HORLADOR