Training that Each Customer Experience Officer Must Have
For any organization seeking to improve their customer service, this is a list of training you must give to your staff to enable them perform better
Knowledge Management
Critical to offering quality service is understanding the organization; its services, critical components in projects being done, current affairs in which the organization is mentioned, the hierarchy and policies.
Armed with this information, the customer service officer, receptionist, telephone operator or even administration manager then would ideally offer you answers to most of the questions being addressed to her/him without having to transfer someone to various departments.
A knowledgeable staff is an asset to any organization
CRM
There is nothing as irritating as a staff asking you to hold on as she confirms if a certain staff works there, the department or even an extension.
CRM stands for Customer Relationship Management and refers to business systems designed to manage your customer interactions. Most commonly, a CRM system is used by sales people and would feature Sales Force Automation. The aim is to help you develop customer relationships, drive business growth and improve customer loyalty.
Organizational Structure
The typically hierarchical arrangement of lines of authority, communications, rights and duties of an organization. Organizational structure determines how the roles, power and responsibilities are assigned, controlled, and coordinated, and how information flows between the different levels of management.
Understanding this helps one to quickly advice a client on who else can assist them in the organization.
Human Resource Policy
Human resource policies are continuing guidelines on the approach an organization intends to adopt in managing its people. … A good HR policy provides generalized guidance on the approach adopted by the organization, and therefore its employees, concerning various aspects of employment.
Records Management
Records management establishes policies and standards for maintaining diverse types of records. Some, but not all, documents within an organization become records.
Document management involves the day-to-day capture, storage, modification and sharing of physical and/or digital files within an organization.
Simply defined as messages distributed by electronic means from one computer user to one or more recipients via a network
Ettiquette
MANNERS AND ETIQUETTE. … Respect, kindness, and consideration form the basis of good manners and good citizen-ship. Etiquette becomes the language of manners. Rules of etiquette cover behavior in talking, acting, living, and moving; in other words, every type of interaction and every situation
Disaster and Risk Management
Disaster Risk Reduction (DRR) aims to reduce the damage caused by natural hazards like earthquakes, floods, droughts and cyclones, through an ethic of prevention. Disasters often follow natural hazards. A disaster’s severity depends on how much impact a hazard has on society and the environment.
