Welcome to Training
I would like to take this opportunity to welcome you to this web-based training. I am excited to be working with each of you on this learning venture. Together, we will work at bringing your customer service skills to the next level of performance. Although I have had the opportunity to meet all of you, we have never been part of a training course together. To help me get to know you more as a person and a learner, please complete the following training survey to help me tailor the training course to your needs.
Your input is greatly appreciated.
Getting to Know You
It is important that we get to know each other a bit more since we will be working together for the next month. To help you get to know me, I will share one fun fact about me. I was once on Family Feud while Louis Anderson was the host. This was dream of my brother and I since we were young. Below, I invite you to share something about yourself that I may not know. Feel free to ask me questions to get to know me, also.
On a more serious side, I want to be respectful of other commitments. As adults, sometimes life events interfere with our ability to stay focused on additional things, such as training. I want to give you an opportunity to be fully engaged in the training by allowing either accommodations or re-scheduling the training for another month.
(OPTIONAL) What is one fun or interesting fact that I may not know about you?
Do you have anything that you want to share that may prevent you from fully participating in our training activities this next month?
I can fully participate and engage in the training.
I do have some concerns, but I still can meet training requirements.
I will be missing some training days, but I still can meet training requirements.
I think it best if I am scheduled for another training class.
(OPTIONAL) Please share how I can help you with this training so you can succeed.
I have been with our company since October, 2012, as most of you may already know. It has been exciting and challenging learning all the many clients we have at our company. The one thing that I have just loved is how welcoming everyone has been- from client services, the executive team, quality assurance, and here at the customer service center. I would love to hear about each of your experiences with our company.
How long have you been with the company?
How many queues do you have training in?
(OPTIONAL) What is one thing you really like about working at our company?
Communication is essential for a successful training. Each of you received an email with my scheduling procedures for meeting face-to-face; however, I am available via instant message or phone any time I am at my desk during our company hours. Reach out to me at extension 273.
Part of this communication will include coaching and feedback. Coaching and guiding learning is something that is a huge part of my training style. The activities in this training will have guiding feedback programmed into them; however, I want to provide additional feedback to support you as you incorporate those ideas into your customer service calls when helping customers. I want to use a coaching style that works best for you.
What is your extension?
How often do you like to receive feedback on how you are doing?
Multiple times a day
Once a day
Couple times a week
Just when I ask
What is the best way for you to receive feedback?
Face to face
Our current company goal is to increase productivity by 25%. Each of us plays a role in reaching that metric. My overall goal for this training is to help each of you is to take your customer service skills to the next level. The focus on the client training will be on knowing the client, accurate service, quality service, and efficient service.
Since reaching company goals takes partnerships, I would like each of you to find an area of opportunity you may have that will help with this company goal. Along with that, I want to make sure I address any current questions or concerns you have with regards to this client so I can partner with you in attaining your goals.
Think about the focus areas of this training. What is one personal goal you have to help the company reach that metric?
To make this training valuable for you, please share you key concerns or questions that you want addressed.
The use of web-based training was chosen to balance the need for training and the contractual duties we have to meet client service levels. This is new for all of us. I want to make this transition smooth for you and be here to help. I will be sending you a link to an orientation module soon so you can practice with the new training style, ask questions, and seek clarification in what to expect.
What are your current concerns about this format for training that I should be aware of to better help you learn?
I think I need to meet with you one on one before the training begins so I am successful.
I shared information about me and asked you several questions. Now it is your turn. Feel free to ask me questions to learn more about me personally, the training course, or even my past experiences. Also, if I did not ask you something that you think is important either for me to know about you personally or your success in this training or your performance within the company, then this is the opportunity to provide it.
What questions do you have of me regarding this training or any thing else?
What information do you think is important for me to know that I did not ask?
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