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Please use this section to provide feedback for the following:

1. Content of the slides

2. Number of slides

3. Number/type of activities

4. Any other thoughts you may have

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Please use this section to provide feedback for the following:

1. Content/layout

2. Number of pages

3. Any other thoughts you may have

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Please use this section to provide feedback for the following:

1. Content

2. Length

3. Do you think this should be merged with the Study Guide?

4. Any other thoughts you may have

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Please use this section to provide feedback for the following:

1. Content

2. Length

3. Do you think this should be merged with the Joining Instructions?

4. Any other thoughts you may have

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Please use this section to provide feedback for the following:

1. Content/structure

2. Length

3. Functionality

4. Any other thoughts you may have

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Please go through the current assessment format and use this section to provide feedback for the following:

1. Structure/format

2. Does it serve the objective

3. Duration for the assessment

4. Any other thoughts you may have

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Please use this section to provide any other information that would be useful to the faculty, including your experience of delivering this course.

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https://docs.google.com/presentation/d/13KsQvjAMaF367C89Ka4AcAkCc-WGLGXR?rtpof=true&authuser=kaykayagwu%40gmail.com&usp=drive_fs

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Customer Service Reviewed  ELTP Oct 2022 FV.pptx

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Slide 10:  Sub heading
Slide 11    Alignment
Slide 15    External customer graphics
Slide  16   Meeting customer needs not wants
Slide 17    Graphics realignment
Slide 27    Customer experience graphics
Slide 34   Graphics

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We may want to include definition of customer service on slide 6, so that the course with start with 'Definition and Importance of Customer Service'. The discussions that will ensue from this will set the tone for the course i.e. introducing all the different aspects that will be elaborated upon later. The definition does not come up anywhere else in the presentation or trainee manual.

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Slide 19 "Understand the Importance of Your Role" is establishing the fact that every staff has a responsibility for customer service, it is not restricted to any particular set of employees. This may be enhanced if followed with a slide describing attributes required of all staff in order to effectively discharge their customer service responsibilities by using the acronym PERFECT i.e. Polite, Efficient, Respectful, Friendly, Enthusiastic, Cheerful and Tactful. If we are mindful of not increasing the number of slides, we may include the acronym on slide 19 for the facilitator to talk through it, while the details are included in the trainee manual.

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The case study on slide 20 "A Customer Service Story" seems to be at odds with the normal  conduct of banking business.  Due to the delicacy involved in handling money, customer facing staff are not encouraged to utilize their personal funds to resolve customer issues so as to avoid conflict of interest.  Managers/Supervisors may use their discretion to offer refreshments to a customer due to a long waiting period or just to make him/her more comfortable. However, exchange of personal cash with customers is discouraged. If we want to continue applying this case study to brands in general, we may want to add the following deductions from the case study to the facilitator's guide:
1. Every interaction with your brand is meaningful especially for a service brand
2. Employees should be given permission to use their judgement
3. Employees should be rewarded for exemplary behaviour

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In addition to group assignments which will encourage peer learning and shared understanding, I believe individual assessment will adequately take care of personal level of attention and effort to understand the key principles of the course. This may reduce emphasis or the weight attached to class contribution as a way of measuring focus and attention. When on the job, each person's ability to initiate proper structures for good customer service and to effectively handle customer complaint's will be appraised individually. I understand that for those posted to operations they take up positions of responsibility immediately.

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Slides 43 and 44 appear to be saying the same thing from different angles?
Ndidi Adegbite