ATSI GOLDEN KEY EDUCATIONAL CDROM SERIES

CARING IN ACTION

INTERACTIVE CDROM PROGRAM III

Program Description:

This program is estimated to be 3 � to 4 � hours long. It is divided into specific sections.

Section 1: General information on customer care. This section is designed for all levels of students. It discusses what Customer Care means and who�s responsibility it is to deliver good customer care. The Caring In Action agent is introduced.

Section 2: This section presents information on the three levels of training for customer care: TSR Level, Mid-Management Level, and Owner Level.

TSR Level

	Mission 1 � Students are taught about expectations regarding customer care and the responsibility of the TSR in delivering good customer care. There is more in depth discussion of bad and good habits, under promising and over delivering, offering the customer options, how smiles, voice and inflection convey an attitude and image to the caller and to the customer.
	Mission 2 is called, �Caring in Action�. It includes TSR specific examples on following up on promises, offering options, understanding the customers needs, showing appreciation to the caller, and applying the HEAR technique. It addresses reactive and proactive responses in more depth and provides examples of each.
	Mission 3 includes the �applications� at the TSR level. The TSR hears a call/problem and must determine how they would respond. Incorrect responses are followed with corrective feedback and correct responses are followed with reinforcement.
	Mission 4 - Each chapter has its own exercise and there is a final exercise specifically for the TSR level. Exercises include fill-in-the-blank, simulations, multiple choice and true/false questions. There is a countdown on the number of questions remaining and the student learns if the have �completed the mission� or if they are required to repeat the mission. The final exercise is referred to as Mission 4.

Mid-Management Level

	Mission 1 - The Introduction addresses the expectations for mid-management in delivering good customer care, including accepting responsibility, keeping TSRs informed about changes in procedures and policies, etc., and keeping employees motivated through recognition and other actions that provide recognition, build morale and team spirit. Mid-Managers are taught how to reassure the customer, and address problems, or callers/customers perceptions of problems.
	Mission 2 is Caring in Action and discusses reactive and proactive actions/responses that mid-management should apply including letting the customer know they are important, showing appreciation, thanking customers for identifying problems and bringing them to your attention, and applying the HEAR technique at the customer level. Situations will be presented from which students must determine the correct or best response and they will receive either corrective feedback or reinforcement, depending on their response. This chapter is similar to the TSR chapter, but the examples, problems, etc., are geared to the mid-management level. There is a chapter exercise that contains simulations and questions.
	Mission 3 presents �applications� at the Mid-management level including handling different types of customers, telling the customer what you can do, what you will do and then following up on your promises. Simulations demonstrate how voices and inflection impact the customer�s perception of what you can and will do, how they help determine if you will be providing customer satisfaction, how you can diffuse a problem situation by taking action before the situation gets out of hand, etc.
	Mission 4 - Each mission has its own exercise and there is a final exercise for this level that includes multiple choice, true/false, fill-in-the blank questions and simulations. The final exercise for this level is Mission 4.

Owners Level

	Mission 1 is the Introduction for the owner�s level discusses accepting responsibility, passing on praise, creating policy, enforcing policies or empowering others to enforce them, keeping others informed, recognition of good behavior, diffusing potentially explosive situations, reassuring customers, recognizing customers and thanking them for their business, etc. This information is presented from their standpoint of the owner so the procedures and the actions are different from the TSR and mid-management level. It will also include being reactive or proactive and provides examples and ramifications of each.
	Mission 2 presents information on Caring In Action techniques at the owner level, including making decisions, setting policy, and business commitment. It discusses the importance of product knowledge in addressing customer needs, marketing and public relations techniques and motivating and recognizing staff.
	Mission 3 presents situations to demonstrate and teach proactive actions. Decisions must be made regarding involvement in serving the customer, responding to problems and recognizing problems and opportunities.
	Mission 4 - Each mission has its own exercise and there is a final exercise that includes multiple choice, true/false, fill-in-the blank questions and simulations. The final exercise for this level is Mission 4.

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