Embedded Files
Skill to Succeed Program
Weekly Session Plan
Customer Care
Learning Unit
Learning elements
Time in Minutes
Theory
Practice
Week-1
Module 1: Introduction on IT/BPO sector
Day-1
1.1 Course objective and importance
1.1.1 Story of the IT/BPO Sector
60
0
1.1.2 Explain the course objective
1.1.3 Mention the training contents
1.1.4 Explain all course sequence
1.1.5 Describe the importance of BPO sector
1.2 BPO concepts and principals
1.2.1 Introduction of BPO
60
0
1.2.2 Benefits of BPO
1.2.3 Growth drivers
1.2.4 Models and types of vendors
1.2.5 Evolution destinations
1.2.6 Challenges
Module 2: Communication in the work place
Day-2
2.1 Communication
2.1.1 Define communication & interpersonal skill
10
20
2.1.2 Explain the functions of interpersonal communication in Call Center
2.1.3 Describe the methods & significance of communication
2.1.4 IT applications, data recording & Paperwork.
2.2 Way of communication
2.2.1 Describe the way of communication
10
20
2.2.2 Explain the importance of proximity, body language, eye contact, facial expression communication
2.2.3 Explain the importance of active listening & giving individuals sufficient time to communication
Day-3
2.3 Developing effective interpersonal skills
2.3.1 Explain the key factors in building warmth, respectful & empathy relationship with senior & junior colleague
20
40
2.3.2 Identify barriers to develop effective communication
2.3.3 Describe strategies to overcome barriers to develop effective communication
2.3.4 Use of internet for mass-communications
Day-4
2.4 Verbal & Written Instruction
5.4.1 Explain verbal Instruction
15
15
5.4.2 Explain Written Instruction
5.4.3 Select verbal instruction
5.4.4 Select Written instruction
Day-5
5.5 Meeting & Discussion
5.4.5 State meeting
15
15
5.4.6 Explain the Importance of meeting
5.4.7 Explain discussion
5.4.8 State way of discussion
Week-2
Module 3 : Apply fundamentals of computer Application
Day-1
3.1 Microsoft Word
3.1,1 Identify the different components of MS Word program
120
660
3.1.2 Select Text using mouse / keyboard
3.1.3 Save a new document in a specific folder
3.1.4 Compose sample English document
Day-2
3.1.5 Insert page break, page numbers, date & time, footnote & endnote header & footer, symbols in a document
3.1.6 Insert Table by specifying number of rows & columns as per requirement and use table properties
Day-3
3.1.7 Convert text to a table
3.1.8 Configure Paper size, Margins, Gutters, Paper Orientation, Mirror Margin for printing a document
3.1.9 Practice Printing of an entire document
Day-4
3.2 Microsoft Excel
3.2.2 Modifying and formatting
120
600
3.2.3 Apply Border and Color to worksheets
3.2.4 Format Rows & Columns, format Cells with Number on task necessity
3.2.5 Create a salary sheet and prepare, sort by name/by salary/by date also check for Spelling & Grammatical Error
Day-5
3.2.6 Set Page Orientation, Paper Size, Scaling, Margins, print Titles to the center of the page, set printer as default
3.2.7 Preview and print a workbook
Week-3
Day-1
3.3 Microsoft PowerPoint
3.3.2 Design templates, color schemes, animation schemes
60
300
3.3.3 Add/delete slides in the presentation
3.3.4 Add Pictures, graphs, charts and other objects into slides as per requirements
3.3.5 Animate Text and other objects
3.3.6 Execute Slide transitions
3.3.7 Use Sound effects and custom path of animation effects in the presentation.
3.3.8 View Slides of PowerPoint presentation in a different way
3.3.9 Set up a slide show, Rehashing and timing a of a presentation
3.3.10 Preview a presentation and print from MS PowerPoint
3.3.11 Deliver your PowerPoint
3.4 Basic computer hardware and trouble shooting
3.4.2 Identify computer hardware
60
120
3.4.3 Assembling computer hardware and trouble shooting
3.4.4 Software installation and uninstallation
Module 4: Use internet application, networking and outsourcing
Day-2
4.1 Internet application
4.1.1 Connect to internet by using Broadband Internet or Wi-Fi
30
120
4.1.2 Use the search engine for searching Information on the web.
4.1.3 IP Address (Private IP & Public IP)
Day-3
4.1.4 Browser
4.1.5 Search Engine (Google, Yahoo, Bing, Yandex)
4.1.6 Uses Google Drive (Google spreadsheets, Google docs, Google form, folder and file sharing and upload and creation)
4.1.7 Searching type via Search Engine
Day-4
4.2 E-mail
4.2.1 Set up Out Look for E-mail, check and respond to E-mail message
30
60
4.2.2 Create an E-mail account (of yahoo, outlook etc.) first time
4.2.3 Set-up an E-mail account first time using outlook
4.2.4 Compose, send, check and respond an E-mail message.
4.2.5 Attach a file to an E-mail Message and open an attached file
4.2.6 Use contact/address book
4.2.7 Delete a message temporarily and permanently.
4.2.8 Clean up mail box by managing junk e-mail.
4.2.9 Move messages to another folder
4.2.10 Email forward and filtering
Day-5
4.3 Work at Online Marketplace
4.3.1 Introduction to Online Marketplaces
30
90
4.3.2 Opening an Account in Online Marketplace
4.3.3 Learn to bid at Marketplace
4.3.4 Submit work
4.3.5 Print on Demand (POD)
4.3.6 Work With Redbubble
Week-4
Module 5 : Introduction on Customer Service
Day-1
5.1 Introduction on Customer Services
5.1.1 Definition of Customer Service/ What Is Customer Service
180
240
5.1.2 Internal Customers
5.1.3 External Customers
Day-2
5.1.4 When & Where Does Customer Service Take Place?
Day-3
5.1.5 Business Friendly Attitude
5.1.6 The Need for Customer Service
Day-4
5.1.7 Developing a Customer Friendly Attitude
5.2 The Nature of Customer Services
5.2.1 Introduction to Customer Relations and Services
60
120
Day-5
5.2.2 The Nature of Customer Services
5.2.3 Customer Satisfaction.
Week-5
Day-1
5.3 Attitude for service
5.3.1 Maintain a friendly, positive attitude
120
240
5.3.2 External awareness
Module 6 : Apply effective communication
6.1 Communication with Customers
6.1.1 Definition of communication
180
300
Day-2
6.1.2 Types of communication
6.1.3 Important of verbal and non-verbal communication style
6.1.4 Understanding the Concept of customer Query
Day-3
6.1.5 Concept of Request and Complaint
6.1.6 To know the parameters of verification of Customers Addressing
Day-4
6.2 Attend or Make Customer Calls
6.2.1 Clear Concept on Types of Calls
180
480
6.2.2 Basic Concept about CRM
6.2.3 Understanding How to Open and Answer a Call Working with CRM
Day-5
6.2.4 Basic Etiquettes Required During Calling
6.2.5 Learning about different Types of Customers in order to Understand Them
Week-6
Day-1
6.3 Taking Calls
6.3.1 Order-taking
120
360
Day-2
6.3.2 Customer Service
Day-3
6.3.3 Collections
Day-4
6.4 Making Calls
6.4.1 Tele-selling
120
360
Day-5
6.4.2 Collections
Week-7
Module 7 : Apply Non-voice Process
Day-1
7.1 Data Entry
7.1.1 Collect Customers’ Information
120
600
Day-2
7.1.2 Document Information
Day-3,4
7.1.3 Provide Customer with Pricing, Product, Shipment, and Distribution Information (Quotation Submitting)
Day-5
7.1.4 Documentation Interaction with customer, His or Her Leaving Note
Week-8
Day-1
7.2 E-mail Correspondence
7.2.1 Write E-mail
60
300
7.2.2 Set up attachment
Day-2
7.2.3 Sending
Module 8 : Effective Customer services
Day-3
8.1 Effective First Impressions: Face to Face
8.1.1 Create an unforgettable first impression
60
360
Day-4
8.1.2 Make customers feel important
Day-5
8.1.3 Use a process for meeting and greeting customer
Week-9
Day-1
8.2 Generate Customer Interest
8.2.1 Adopt a focused customer service process
60
360
8.2.2 Identify key customer issues
Day-2
8.2.3 Use questions to guide customers to buying decisions
Day-3
8.3 Internal Customer Service
8.3.1 Provide better service to their internal customers to impact their external customers
60
360
Day-4
8.3.2 Gain a clear picture of the internal service relationships in their position
Day-5
8.3.3 Analyze the expectations of their internal customers
8.3.4 Apply elements of superior internal customer service
Week-10
Day-1
8.4 Manage Customer Expectations
8.4.1 Determine the expectations of their customers
120
300
Day-2
8.4.2 Manage customer expectations in order to exceed them
Day-3
8.4.3 Utilize a customer expectations management process
Day-4
8.5 Overcome obstacles to customer Service
8.5.1 Identify challenges to provide outstanding customer focus
120
360
8.5.2 Use a tool to collaborate and gain consensus on solutions
Day-5
8.5.3 Launch an initiative to implement solutions
Week-11
Module 9 : Effective contact skills for inbound and outbound process
Day-1
9.1 Telephone Skills – Inbound
9.1.1 Identify the small differences that can make a big difference in customer service
240
660
Day-2
9.1.2 Make the most of inbound sales and customer service opportunities
Day-3
9.1.3 Develop confidence in customer interactions with inbound callers
Day-4
9.1.4 Use the Information Gathering Model to evaluate how to best meet their caller’s needs
Day-5
9.1.5 Review
Week-12
Day-1
9.2 Telephone Skills – Outbound
9.2.1 Determine “Defining Moments” when customers from lasting positive or negative opinions of your organization
180
720
Day-2
9.2.2 Improve customer interactions to exceed their expectations
Day-3
9.2.3 Use principles for outstanding outbound telephone effectiveness
Day-4
9.2.4 Gain credibility by using Call Purpose Outlines
Day-5
9.2.5 Review
Total Time in Minutes
2620
8180
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