POST-TRAINING REPORT

Program Title START IMPROVING YOUR CUSTOMER SERVICE

Program Schedule May 4, 2020
Venue (Learn from Home Program)
Memo Order No/Date
Name of Speaker/s Mr. Symon Stephens
Affiliation of Speaker/s
Organizer/Program UDEMY
Provider

Objective of the Program:

To create customer service advantage in the organization through communication

and customer management.

Topics Discussed with ACTION STEPS:

(Describe/summarize learning regarding the topics covered and the corresponding steps to be taken
as to application to participant’s or unit’s function)

I. SECTION 1: INTRODUCTION
In this section the following are discussed:
a. The importance of customer service to a business
b. Effective communication with customers
c. Dealing with complaints
d. Empowering team to deliver great service
e. Measuring what you are doing
II. SECTION 2: BENEFITS OF GOOD CUSTOMER SERVICE
Here it explained customer as a person of a specific kind with which one
must deal. According to the speaker, everybody in every organization
helps customer directly or helps colleagues who serve the paying
customer. He enumerated the benefits of delivering good customer
service:
1. More satisfaction at work
2. Others will be friendly towards you
3. You will have less re-work if you get it right the first time
4. You will waste less time fire-fighting problems
5. You will have more control of your time and workload
This section also discussed that customers can only judge quality based
on the service that they get and that everything you do for a customer is
part of the experience they buy. The speaker also enumerated the benefits
of complaints:
1. This are opportunity to correct problems that might be causing silent
complainers. These complainers are those who tell others of the type
of service that they get and usually add embellishments to their story.
2. Make it easy for customers to complain.
3. In this way you will be able to correct problems before you develop a
reputation for bad service.
 Another vital learning from this course was handling complaints. The
speaker specified ways to handle customer complaints:
1. Always respond promptly and helpfully.
2. Identify yourself and take responsibility for solving the customer’s
problem.
3. Never use the blocking excuse that “it’s not my job/my department”.
4. Ask for the facts and check that you’ve heard them accurately.
5. Find out how customers would like their complaints resolved.
6. Only make promises about matters on which you personally can
deliver.
7. Share what you learn with your colleagues about how to improve the
service you offer.
III. SECTION 3: EFFECTIVE CUSTOMER SERVICE COMMUNICATION
It says here that there are 4 elements of effective communication which
are:
1. Purpose
2. Content
3. Presentation
4. Style
These elements will help reduce the huge potential for error in all forms of
communication.
IV. SECTION 4: TURNING COMPLAINTS INTO OPPORTUNITIES
Dealing with complaint is never easy but it can be a useful way in
improving business interaction with customers. It is important to always
keep the chain of communication open with all parties and make sure that
the team and the organization are aware of complaints and their remedies
to safeguard against future repetitions.
V. SECTION 5: EMPOWERING GREAT CUSTOMER SERVICE
It is everyone’s role to do their job as well as they can and to manage their
own state of mind to be helpful, courteous, and efficient to better serve all
those they work with and work for.
VI. SECTION 6: MEASURING CUSTOMER SERVICE SATISFACTION
Enumerated standards in quality customer service, like:
1. Telephones must be answered within two rings
2. Emails must be acted upon within 24 hours
3. Goods must be dispatched withing 4 hours
4. Customers must not be left queuing for more than five minutes
VII. SECTION 7: START IMPROVING CUSTOMER SERVICE COURSE
CONCLUSION
Comments / Observation (according to):
a. Attainment of Program Objectives

The training program was relative to the type of work that I have and can be
easily applied in the workplace.

b. Program Provider

The training organizer provided an excellent speaker for the training.

c. Logistics (Food, Venue & Facilities)

Recommendations/Remarks: None

( ) Required Post Training Report

Agreed Action Plan for implementation within the Unit/Department/Group/Sector:

(based on learning from the event)

The goal of this online course is to create a sustainable competitive advantage in the
organization by focusing on the delivery of products or services. This course can be
useful to enhance our knowledge and ability in providing the best service to our
customers.

Prepared by: Noted by:

KRISTINE DIANNE M. VILLAROMAN SAVP LEA R. SANTOS

Printed Name & Signature of Participant/s Printed Name & Signature of Dept.
Head