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Topic 15

Ximena Vázquez Antolín runs a micro company called Productos Lacteos Los Portales, specializing in 100% natural dairy products. To address customer service issues stemming from staff's lack of product knowledge, she plans to implement training sessions focused on product ingredients, customer service quality, effective communication, and problem resolution. The training will occur three times a week for three months, followed by an evaluation of staff efficiency.

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20 views3 pages

Topic 15

Ximena Vázquez Antolín runs a micro company called Productos Lacteos Los Portales, specializing in 100% natural dairy products. To address customer service issues stemming from staff's lack of product knowledge, she plans to implement training sessions focused on product ingredients, customer service quality, effective communication, and problem resolution. The training will occur three times a week for three months, followed by an evaluation of staff efficiency.

Uploaded by

productoslacteoslosportales
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Profesional

Name: Ximena Vázquez Antolín Tuition: 2946976


Nombre del Curso: Advanced English II Name Teachers: Enrique Arce Gomez
Module:1 Topic 15
Date: May 2023

Instructions:
A critical part of keeping customers happy is training. Often times,
issues with customer service are due to a lack of proper training. For
example: A woman is looking for food coloring in a grocery store and
can’t find it. She asks an employee, who politely tells her, “Sorry, but I
don’t know,” and walks away. The employee does not mean to be rude
or unhelpful—but he obviously wasn’t trained well. His supervisor likely
did not train him on what to do when he doesn’t know how to assist
someone. Had the employee been trained appropriately, he would
have found a way to resolve the issue for the customer instead of
apologizing and walking away.
Imagine that you are an independent business owner (restaurant
owner, make-up artist, wedding planner, personal trainer, etc.) or
customer service supervisor for a major organization (airline, hospital,
etc.) In two or three sentences, explain what your business is. Then,
write five critical customer service training points that you would
address with all of your employees, and why.
Example: Make-up Artist
Point 1: When a client books an appointment over the phone,
verbally reconfirm the day, date and time. (Example: “Tuesday,
June 7th at 2 PM”—Not “Tuesday at 2 PM”.) Then, within 24
hours, send client an email confirmation with the same
information.
Reasoning: Clients frequently book appointments for make-up
applications for important events, like weddings and
quinceañeras. If we have a miscommunication about dates and
Profesional
times, rescheduling is usually not an option. We must proactively
avoid any miscommunication about dates and times. Sending an
email confirmation allows us to defend ourselves against
scheduling disputes.

My micro company is called Productos Lacteos Los Portales

I am dedicated to the production and marketing of dairy products, 100% natural,


made from cow's milk, such as Oaxaca cheese, panela, Manchego, double cream,
etc.
The problem we had was because I didn't know the ingredients and the cheese
that the customer was requesting at that time.
So we had the loss of it due to the lack of information and training of our sales
staff.
So that the same thing would not happen, we opted to train sales personnel 3
times a week for one hour.
Where the following points will be seen.
The elaboration of production and ingredients of which our products are made.
Existing products and their names
Customer service quality
Profesional
Aptitude and attitude for effective communication with the client
Resolution of problems when interacting with the client
This training will be done for three months and at the end of it an evaluation will be
made to the staff.
To see its efficiency.

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