Republic of the Philippines
CENTRAL BICOL STATE UNIVERSITY OF AGRICULTURE
Impig, Sipocot, Camarines Sur 4408
Website: www.cbsua.edu.ph
Email Address: cbsua.sipocot@cbsua.edu.ph
Trunkline: (054) 881-6681
TRAINING PLAN
JOB: Customer Service Representative
A customer service representative (CSR) is a professional who is responsible for aiding and support
to customers or clients of a company or organization. The primary duties of a customer service
representative typically include: Responding to customer inquiries and concerns, providing information
and guidance, resolving customer issues, maintaining customer records and promoting customer
satisfaction.
Customer service representatives can work in a variety of industries, including retail,
telecommunications, finance, healthcare, and more. The role requires strong communication skills,
problem solving abilities, and a customer-centric mindset to effectively serve the needs of the company’s
clientele.
A. Job Description
The customer service representative is responsible for providing high quality support and assistance
to customers, clients, or end-users of the company’s products and services. The CSR acts as the primary
point of contact, handling inquiries, resolve issues, and insuring a positive customer experience.
B. Training Objectives
The key training objectives for a customer service representative (CSR) typically include:
1. Product and Service Knowledge:
- Ensure the CSR has a comprehensive understanding of the company’s products, services, features, and
benefits.
- Enable the CSR to effectively explain and demonstrate the use of products and services to customers.
- Train the CSR on troubleshooting common issues and providing appropriate solutions.
2. Communication and Interpersonal Skills:
- Develop the CSR’s active listening and empathy skills to understand customer needs and concerns.
- Enhance the CSR’s verbal and written communication skills to convey information clearly and
professionally.
- Train the CSR on effective questioning techniques to gather relevant information from customers.
- Equip the CSR with conflict resolution and de-escalation strategies for handling difficult customer
interactions.
3. Policies and Procedures:
- Familiarize the CSR with the company’s customer service policies, guidelines, and standard operating
procedures.
- Train the CSR on handling customer inquiries, orders, returns, and complaints according to
established protocols.
- Educate the CSR on escalation processes and decision-making frameworks for complex or unresolved
issues.
4. Customer Relationship Management (CRM) and Technology:
- Provide comprehensive training on the company’s CRM system and other relevant software tools.
- Ensure the CSR can efficiently navigate the CRM system to access customer information, update
records, and generate reports.
- Train the CSR on using various communication channels (phone, email, chat, etc.) and technology-
enabled customer service tools.
5. Professionalism and Productivity:
- Instill a customer-centric mindset and a commitment to delivering exceptional customer service.
- Develop the CSR’s time management, multitasking, and prioritization skills to handle multiple
customer requests effectively.
- Provide training on stress management techniques and self-care strategies to maintain a positive and
resilient attitude.
6. Continuous Learning and Development:
- Establish a culture of ongoing training and skill-building opportunities for CSRs.
- Implement feedback mechanisms and performance reviews to identify areas for improvement and
growth.
- Offer career advancement opportunities and support the CSR’s professional development goals.
C. Customer Service Representative Training Plan
Training Skills and Procedures Duration Activities
1. Onboarding and Company (1-2 days) - Introduction to the company, its mission, values,
Overview and customer service philosophy
- Overview of the company’s products, services,
and target market
- Review of the CSR’s roles, responsibilities, and
performance expectations
2. Communication and (2-3 days) - Active listening techniques
Interpersonal Skills
- Effective questioning and probing skills
- Verbal and non-verbal communication best
practices
- Empathy and emotional intelligence in customer
interactions
- Conflict resolution and de-escalation strategies
3. Product and Service (3-5 days) - In-depth training on the company’s product and
Knowledge service offerings
- Understanding product features, benefits, and use
cases
- Troubleshooting common issues and providing
solutions
- Hands-on practice with product demonstrations
and simulations
4. Policies and Procedures (2-3 days) - Review of the company’s customer service policies
and guidelines
- Handling customer inquiries, orders, returns, and
complaints
- Escalation protocols and decision-making
frameworks
- Role-playing scenarios to practice policy
implementation
5. Customer Relationship (1-2 days) - Training on the company’s CRM software and
Management (CRM) System tools
- Maintaining accurate customer records and data
management
- Generating reports and tracking customer
interactions
- Hands-on practice with the CRM system
6. Productivity and Time (1 day) - Effective call handling and time management
Management techniques
- Prioritizing tasks and managing multiple
customer requests
- Stress management and self-care strategies
7. Continuous Learning and (ongoing) - Career advancement and professional
Development development plans
D. Customer Service Representative Training Modules
1. Introduction to Customer Service - Overview of the company’s mission, values, and customer
service philosophy
- Importance of customer service in the organization’s
success
- Roles and responsibilities of a CSR
2. Product and Service Knowledge - Detailed training on the company’s products and services
- Features, benefits, and unique selling points
- Common troubleshooting and problem-solving techniques
3. Communication and Interpersonal - Effective listening and questioning techniques
Skills
- Verbal and written communication skills
- Empathy, patience, and conflict resolution strategies
- Adapting communication styles to different customer
personalities
4. Customer Relationship Management - Overview of the company’s CRM system and other
(CRM) and Technology relevant software
- Navigating the CRM system to access customer
information and records
- Proficiency in using various communication channels
(phone, email, chat, etc.)
- Troubleshooting and resolving basic technical issues
5. Policies and Procedures - In-depth training on the company’s customer service
policies and guidelines
- Handling different types of customer inquiries, orders,
returns, and complaints
- Escalation protocols and decision-making frameworks
6. Productivity and Time Management - Techniques for efficient call handling and task
prioritization
- Strategies for managing multiple customer requests
- Stress management and self-care practices
7. Customer Service Scenarios and - Hands-on practice with realistic customer service
Role-Playing scenarios
- Applying communication, problem-solving, and decision-
making skills
- Feedback and coaching from trainers
8. Continuous Learning and - Feedback mechanisms and performance evaluation
Development processes
- Opportunities for ongoing training, skill-building, and
career advancement
- Access to resources and support for professional
development
9. Company Culture and Teamwork - Fostering a customer-centric mindset and positive work
environment
- Collaboration and support among the customer service
team
- Recognizing and rewarding exceptional customer service
10. Certification and Evaluation - Assessments to evaluate the trainee’s knowledge and
skills
- Certification or accreditation upon successful completion
of the training program
- Ongoing performance monitoring and feedback
E. The key resources needed for the training modules for a customer service representative (CSR)
include:
1. Training Curriculum and Materials:
- Detailed training manuals, handouts, and reference guides covering all the modules
- Presentation slides, videos, and multimedia content to support the training
- Case studies, role-playing scenarios, and interactive exercises
2. Subject Matter Experts (SMEs):
- Experienced and knowledgeable trainers, supervisors, or managers who can provide in-depth training
on the company’s products, services, policies, and procedures
- Specialists in areas like communication skills, conflict resolution, and customer relationship
management
3. Training Facilities and Equipment:
- Dedicated training rooms or classrooms equipped with comfortable seating, whiteboards, projectors,
and other necessary audio-visual equipment
- Access to the company’s customer service software, CRM systems, and communication tools for
hands-on training
4. Training Simulations and Role-Playing:
- Realistic customer service scenarios and scripts for role-playing exercises
- Simulated customer interactions, either through live role-play or virtual/digital simulations
5. Learning Management System (LMS):
- An online platform to host the training materials, assessments, and tracking of trainee progress
- Ability to deliver e-learning modules, interactive quizzes, and certifications
6. Coaching and Feedback Mechanisms:
- Structured feedback and coaching sessions with trainers or experienced CSRs
- Observation and evaluation of trainees during live or simulated customer interactions
7. Ongoing Support and Resources:
- Access to job aids, checklists, and reference materials for quick access to information
- Continuous learning opportunities, such as refresher courses, webinars, or knowledge-sharing sessions
8. Performance Tracking and Evaluation:
- Metrics and Key Performance Indicators (KPIs) to measure the effectiveness of the training program
- Processes for regular performance reviews, feedback, and continuous improvement
9. Collaboration and Knowledge Sharing:
- Opportunities for CSRs to share best practices, lessons learned, and innovative ideas
- Cross-functional collaboration with other departments (e.g., product, marketing, IT) to ensure
consistent customer experience
The availability and quality of these resources can significantly impact the effectiveness of the CSR
training program and the overall customer service delivery within the organization.
F. Evaluation and Feedback
Customer Service Representative Pre-Evaluation Form
Name: _____________________________ Date: _________________
Instructions: Please rate the trainee on the following criteria using the scale provided. This evaluation will
help assess the trainee’s current knowledge and skills before the training program begins.
1. Product/Service Knowledge
12345
Poor Excellent
2. Communication Skills
12345
Poor Excellent
3. Listening Skills
12345
Poor Excellent
4. Problem-Solving Ability
12345
Poor Excellent
5. Empathy and Patience
12345
Poor Excellent
6. Time Management
12345
Poor Excellent
7. Conflict Resolution
12345
Poor Excellent
8. Computer/Technical Skills
12345
Poor Excellent
9. Professionalism
12345
Poor Excellent
10. Adaptability
12345
Poor Excellent
Additional Comments:
Evaluator’s Name: _____________________________
Evaluator’s Signature: _____________________________
This pre-evaluation form covers the key skills and competencies required for an effective customer
service representative. The results can be used to identify training needs and track progress throughout the
training program.
Customer Service Representative Training Post Evaluation
Employee Name: _________________________
Training Date: __________________________
Please rate the following aspects of the customer service training program on a scale of 1 to 5, with 5
being the highest:
Training Content:
- Relevance of topics covered 1 2 3 4 5
- Depth of information provided 1 2 3 4 5
- Practical applicability 1 2 3 4 5
Trainer Effectiveness:
- Clarity of presentation 1 2 3 4 5
- Engagement of participants 1 2 3 4 5
- Responsiveness to questions 1 2 3 4 5
Training Environment:
- Comfort of training space 1 2 3 4 5
- Availability of training materials 1 2 3 4 5
- Overall organization 1 2 3 4 5
Overall Satisfaction:
- Satisfaction with training program 1 2 3 4 5
- Confidence in applying skills 1 2 3 4 5
What was the most valuable part of the training for you?
What could be improved in future customer service training programs?
Additional Comments:
Thank you for your feedback. This will help us enhance our customer service training program.
Prepared by: Jolly O. Bornidor, BSIT 3
Submitted to:
