Executive Summary
The report outlines a training development plan to address performance gaps within the Customer Service Team (CST). The goal is to improve customer satisfaction and reduce service escalations through targeted programmes over a three-month period.
Purpose: To develop a training plan to enhance CST performance and address key business challenges.
Strategic Analysis & Performance Gaps
Performance Gap
Low customer satisfaction and recurring service escalations identified as key issues.
Business Impact
Decreased customer loyalty, negative brand perception, and reduced revenue.
Business Goal
Achieve a 25% increase in customer satisfaction scores by Q4 2025.
Customer Support Team Training Development Plan
Proposed Training Plan Overview
The plan is a 3-month comprehensive programme focused on client engagement and technical skills.
Training aims to improve client engagement, product knowledge, and technical skills to address performance gaps.
Logistics and Administrative Plan
Locations
Training will be conducted off-site and in-house with minimal disruption to operations.
Schedule
Sessions will be coordinated to avoid clashes and maintain service levels.
Trainers
Delivered by qualified external vendors and a dedicated in-house training team.
Programme One: Communication Excellence for Client Engagement
An external two-day workshop focused on soft skills to improve customer interactions and satisfaction, delivered by an experienced external vendor.
Learning Objectives
- Improve rapport-building techniques with clients.
- Demonstrate active listening and effective questioning.
- Apply de-escalation strategies to reduce escalations.
Learning Outcomes
- Higher first-contact resolution rates.
- Improved customer satisfaction and NPS scores.
- Reduced volume of escalated cases.
Programme Two: Technical Upskilling - Product Mastery
Four half-day on-site workshops to deepen product knowledge and troubleshooting skills, co-delivered by product and support SMEs.
Learning Objectives
- Increase technical proficiency with core products.
- Improve diagnostics and troubleshooting workflows.
- Stay current with product updates and features.
Learning Outcomes
- Faster resolution times and fewer escalations.
- Greater confidence in handling complex issues.
- Better transfer of knowledge across the team.
Estimated Costs & ROI
Total Estimated Costs
*Based on a 15-pax team and cost per programme.
Measurement of Success (ROI)
Increase in customer satisfaction score from 75% to 85%.
Reduction in the number of customer complaints by 15%.
Increase in repeat business rate by 5%.
Government Grants & Subsidies
Leveraging government grants can help manage training costs. Below is a comparison of two key schemes GreenTech Solutions can consider.
SkillsFuture Enterprise Credit (SFEC)
Advantages
- High subsidy rate and broad coverage across training types.
- Flexible for various business transformation activities.
Disadvantages
- One-off S$10,000 credit may be limited for larger programmes.
- Application and approval processes can be time-consuming.
WSQ Course Subsidies
Advantages
- Significant cost reduction for approved WSQ courses.
- Nationally recognized qualifications.
- Standardised quality and assessment frameworks.
Disadvantages
- Less flexible than custom training programmes.
- Potential administrative burden for course registration and certification.