Name: Sumayya Farrukh

Module: Training And

Development
by Unknown Author is licensed under

Assignment #3
LESSON PLAN COVER PAGE FOR INTERPERSONAL SKILLS

Organization: Souq

Department: Call Centre

Program Title: Customer Handling

Instructor(s): Customer service Trainer

Time Allocation: 2-3 hours

Trainees: New Employees in Call

Centre
Where:
Souq learning Centre
TRAINING OBJECTIVES
New Employees in the Call Centre will be able to handle
the challenging customer calls more effectively.
CLASSROOM REQUIREMENTS
Seating for 20 people
TRAINING MATERIALS AND EQUIPMENT
DVD player, Computer and
projector, recordings, papers, flipchart and markers
TRAINEE SUPPLIES
Headphones, Paper and Pen
TRAINEE HANDOUTS
1.course objectives and outline 2. Article on customer
Handling 3. Role play exercise
  KeyPoints
1. Introduction
Open session: introduce tutor, outline structure, explain "housekeeping."

Training Aids/Tools

Handouts showing session structure

Time

10 mins.

Learning Check

Confirm that students understand the session format.

Employees need to be able to handle difficult customers confidently.

Training Aids/Tools

Recordings of positive and negative customer calls

Circle activity: ask each trainee for a comment on the recordings. What words come to mind? How well
are the recorded agents handling their calls?

Circle activity: ask each trainee to share a negative call that they've experienced as a customer, and to
explain how they felt about it.

Time

30 mins.

Learning Check

Check that each trainee has given a response in both activities.

2. Main Session
Run through the full call process:

 Answer call and determine customer needs.

 Gather customer information.
 Analyze customer's emotion.
 Present solutions based on customer's needs
Training Aids/Tools: Group activity: trainees discuss how to assess needs and information during the
call. Pair activity: use role plays to practice difficult calls.

Time

60 mins.

Learning Check

 Check that trainees come up with a variety of realistic responses.

 Ensure that each trainee demonstrates one successful interaction.

3.Conclusion
Summarize practical methods of handling difficult callers

Training Aids/Tools

Group summary activity: students list the solutions that they found most effective, and why, on a flip
chart.

Time

30 mins

Learning Check

Check that each group has at least three responses on their flip chart.

Wrap-up questions

Training Aids/Tools

Wrap-up questions

Time

10 mins.

Learning Check

Check for questions.

Evaluation
Training Aids/Tools

Pass out questionnaires to evaluate the effectiveness of the session.

Time

10 mins.
Learning Check

Collect a questionnaire from each trainee.