ON THE JOB TRAINING

FLORABEL Y. ARANILLA
HMS-1B
 MISSION
• PCC commits to offer quality technical-vocational education for skills
development of Parañaque City's young Residents in order to produce
globally-competent and work-ready workforce for a local and international
employment.
 VISION
• A leading urban college recognized for its diversity, innovativeness, and
known for its academic excellence in Tourism, Business Management,
Technical Vocational, Entrepreneurial and Research.
 CORE VALUES
• S – Skills
• E – Excellence
• R – Resourcefulness
• V – Values Oriented
• I – Integrity
• C – Competence
• E – Entrepreneurial Mindset
 PHILOSOPHY
• PCC aims to produce graduates endowed with ASEAN and international
standards in which integrity, loyalty, excellence in academic aspects
through research and practical application is achieved.
• The school aspires to provide an interactive approach to teaching and
learning with an environment conducive to learning, making the graduates
productive and motivated individuals.
• The PCC Academic programs incorporate all aspects of human
development, moral and spiritual, physical skills, innovative and
entrepreneurial mindset.
ON THE JOB TRAINING
 THE PRACTICUM
• During a practicum, students' primary task is observation and documentation. While
they will participate in the work in a limited way under the supervision of practitioners
and professors, they should treat the practicum as an observational learning
experience first and foremost. Concurrent with the practicum experience, students
enroll in a practicum course which outlines goals and expectations and confers
academic credit.
• A practicum's specific demands can vary from field to field, but generally involve
limited assistance in a closed environment for less than ten hours per week.
Prospective counselors might observe a session and take notes, while future medical
professionals could monitor a patient on behalf of the supervising doctor or nurse.
• The course itself augments this participation with assignments and follow-up
discussion. Students connect their experiences during the program to the theories
and concepts they have learned during the program.
 INTERNSHIP
• The Internship Experience
• Internships mimic a conventional job much more closely than practicums. Students still
work under the supervision of professionals, but those professionals oversee them more
like bosses or administrators than like mentors. Program instructors might visit the
internship site, but these visits will be less frequent and serve as only an occasional
assessment of progress and performance.
• An internship typically takes place later in a student's program than a practicum, and
accordingly, responsibilities undertaken tend to be more significant during the internship.
Student teaching interns might plan and implement whole lessons, rather than observing
a teacher and participating in group work. A medical intern would, similarly, evaluate
multiple patients, record results, and consult with hospital staff. While a practicum helps
students develop understanding, an internship helps them understand how to implement
that understanding in the real world.
• Internships can require as much work as a full-time position within the field, though some
may demand less. Students receive academic credit for the internship. Depending on
the internship, students may also receive a stipend or other payment, but some
internships are unpaid.
 ASSESSMENT
3. Recognize factors that influence your practicum
timeline
1. Define practicum
Ans. 3.
Ans. 1 often in a specialized field of study, that is designed
to give students supervised practical application of a 1. Intellectual Factor 2. Environmental Factor 3.
Physical Factor 4. Emotional 5. Media Influence
previously or concurrently studied field or theory. 6. Relationship with Teachers, Parents, and
2. Identify the basic steps for developing and completing Peers.
a practicum project 4. Find resources to help you plan your practicum
Ans. 2 Step 1: Develop a Practicum Opportunity. ... Ans. 4.
Step 2: Submit a Practicum Opportunity. ... • Gain Experience as a New Graduate or Career
Changer
Step 3: Conduct student interviews/selection. ...
• Network
Step 4: Orient student. ...
• Check Online Resources
Step 5: Assist Student with the Practicum Learning Plan. ... • Identify your broad career interest
Step 6: Provide Project Information. ... • Start Your Search Early
Step 7: Supervise the student. ... • Attend Career Fairs
Step 8: Evaluate the student. • Contact Employers
• Become an Entrepreneur
IMPORTANCE OF OJT
QUALITIES OF GOOD INTERNSHIP
QUALITIES OF GOOD INTERNSHIP
DEFINITION OF CUSTOMER
SERVICE
DEFINITION OF CUSTOMER
SERVICE
 CHARACTERISTICS OF GOOD
CUSTOMER SERVICE
• Patience • Unflappability
• Attentiveness • Goal-oriented focus
• Ability to communicate clearly • Ability to handle surprises
• Knowledge of the product • Persuasion skills
• Ability to use positive language • Tenacity
• Acting skills • Closing ability
• Time management skills • Empathy
• Ability to read customers • Willingness to learn
 TYPES OF CUSTOMER SERVICE
PROS & CONS
• Phone customer service
• Email customer service
• On-site customer service
• Live chat customer service
• Social media customer service
• FAQ customer service
• Customer self-service
 1 PHONE CUSTOMER SERVICE
GOOD OLD FASHIONED CUSTOMER SERVICE.
ACCORDING TO MICROSOFT’S REPORT, THIS TYPE OF CUSTOMER SUPPORT (ANOTHER TERM FOR
CUSTOMER SERVICE) IS THE MOST POPULAR CHOICE AMONG ALL SERVICE TYPES ALL OVER THE

WORLD .
• Pros:
Phone Customer Service Pros and Cons
• Direct type of interaction which allows better
a telephone allows to assess young people tend to text more recognition of customers’ emotions
customers’ emotions better often as opposed to making
phone calls
• People talk faster than they type, which makes a
telephone fast and efficient medium
it’s faster to present a problem due to service staff • Great channel for complex or urgent problems
verbally than to describe it in unavailability customers are
writing being put on hold • A telephone is a device known to all generations so
even non tech-savvy users can use it
complex problems are better customers may be unable to • Cons:
explained and elaborated make a proper call in case of
during a live verbal interaction poor network coverage • Trends change alongside the generations – young
people prefer texting to calling
older generations are generally • Long or unspecified hold times when all operators
more familiar with telephone are busy
devices than with computers so • Poor network reception can prevent from making a
they may feel more secure to phone call
make a phone call than to make
a written inquiry
 2 EMAIL CUSTOMER SERVICE
IN TERMS OF CHANNELS POPULARITY, EMAIL IS STILL ONE OF THE TOP
CHOICES. ON AVERAGE, PEOPLE SEND 269 BILLION EMAILS EVERY
DAY.

• Pros:
• Queries can be sent at any time of the day or
Email Customer Service Pros and Cons night
email allows customers to send it’s slower to present (and read) • You can customize your email designs
a query whenever it is a problem in a written form and professional email signatures
convenient to them, even
• Conversation history is kept by both sides for
beyond working hours future reference
each email conversation history complex problems require a • Repetitive email queries can be automated
can be archived to be available series of threads and replies with chatbots
at any time to a customer and making the overall conversation
support agent time-consuming • Cons:
repetitive queries can be an email is an indirect form of • Reading and writing an email consumes time
automated with predefined communication which makes • Email follow-ups add on top of total time spent
responses the assessment of customers’ on an individual customer
emotions tricky • Email prevents from an accurate assessment
of customers’ emotions
 3 ON-SITE CUSTOMER SERVICE
THIS TYPE OF SERVICE IS DELIVERED TO THE CUSTOMERS’ HOMES OR
WORKPLACES. ON-SITE SUPPORT INCLUDES THERAPEUTIC SERVICES,
APPLIANCES REPAIRS, TEACHING, AND CONSULTING.

On-Site Customer Service Pros and Cons • Pros:

a very convenient solutions for services delivered to local or • Convenient for the customers as
customers – the service is
delivered to the door
global clientele tend to be more
expensive and time-consuming
they do not need to visit the service
due to the traveling aspect providers
• Allows for better understanding of
offers an excelent opportunity to
learn more about your customer
customers’ pains and needs
in a natural face-to-face • Allows for strengthening the brand
conversation
quality through the display of
offers an excelent opportunity to expertise
display expertise in a field your
companyoperates in and as a • Cons:
consequence, to improve the
perception of your brand as a • It takes time and money to reach
business partner customers’ places as scheduled
 4 LIVE CHAT CUSTOMER SERVICE
WHAT IS LIVE CHAT? A MUST-HAVE ONLINE BUSINESS TOOL. THE MAIN STRENGTH OF A
LIVE CHAT CHANNEL LIES IN ITS POSSIBILITY OF INTEGRATION WITH CHATBOXS TURNING
IT INTO A VERY VIABLE CUSTOMER SERVICE SOLUTION TO ANY COMPANY – PRIVATE OR
STATE.

• Pros:
Live Chat Customer Service Pros and Cons • One support agent can have multiple
the support agent can hold fast means of communication live conversations at the same time
multiple live chat conversations but phone communication is • When integrated with chatbots,
which leads to faster response
times
faster
repetitive conversations can be
automated
repetitive queries can be an indirect form of
automated with predefined communication which makes • Conversation history is kept by both
responses (in any language) the assessment of customers’ sides for future referenc
emotions tricky
• Cons:
each email conversation history
can be archived to be available • Live chat prevents from an accurate
at any time to a customer and assessment of customers’ emotions
support agent
• It’s faster than email but still slower than
a phone conversation
 5. SOCIAL MEDIA CUSTOMER SERVICE
SOCIAL MEDIA SUPPORT IS SUPPORT PROVIDED THROUGH SOCIAL MEDIA CHANNELS
(SUCH AS FACEBOOK OR TWITTER).
HOW DO YOU RESPOND TO A CUSTOMER ON SOCIAL MEDIA?
ON SOCIAL MEDIA PLATFORMS, YOU CAN ENGAGE WITH YOUR CUSTOMERS IN MANY
WAYS: THROUGH PRIVATE CHATS, POST COMMENTS, AND GROUP DISCUSSIONS.
Social Media Customer Service Pros and Cons
service can be carried through a live chat social media are available to everyone so • Pros:
(powered by chatbots) allowing users to get be sure to deal with all negative feedback
in touch conveniently without the necessity with honesty and diplomacy • Private conversations can be carried on
of switching channels to email or website through a live chat
• Public replies to company’s post may
questions about your business, product or potentially decrease the number of similar
service are open to the public, meaning that
your response can be read by others (and
questions
who could potentially have the same • Public questions can be replied by a customer
question)
service agent or by another user
• Users can form groups concentrated on your
customers have the opportunity to read and
provide answers to each other’s questions
product or service where they can answer
at the same time decreasing the workload each others’ questions and share experiences
of your customer agents
• Cons:
• negative feedback can be easily shared to
customers can form a group of your
other users and harm your reputation – be
honest and diplomatic to avoid escalation!
followers where they can share their
experiences and knowledge decreasing the
workload of your customer agents
 6 FAQ CUSTOMER SERVICE
ONE OF THE MOST HASSLE-FREE AMONG ALL TYPES OF SERVICE MENTIONED SO FAR.
WHAT DOES FAQ STAND FOR? THE FAQ (FREQUENTLY ASKED QUESTIONS) IS A LIST OF
QUESTIONS AND ANSWERS RELATING TO A PARTICULAR SUBJECT. FAQ QUESTIONS CAN
BE GROUPED INTO CATEGORIES OR LISTED IN ANY ORDER.

FAQ Customer Service Pros and Cons • Pros:

stays on the website 24/7 so it lacks an individual approach – • Accessible any time of the day/ night
can be accessed anytime only the common and or weekday
foreseeable questions are
included • Fewer phone calls and email queries
• Low cost of set-up and maintenance
reduces repetitive phone calls requires regular updates • Cons:
and emails
• No individual approach
cost of set-up and maintenance needs to be skillfully written to • Requires regular maintenance to
is lower in comparison to phone answer the question straight to ensure the information is accurate and
or email service the point
up-to-date
• Needs to be skillfully written to convert
the customer
 7 CUSTOMER SELF-SERVICE
SOME CUSTOMERS PREFER TO SOLVE THEIR PROBLEMS ON THEIR OWN BEFORE THEY RESORT TO
CONTACTING CUSTOMER SUPPORT.
MANY COMPANIES OFFER A WIDE RANGE OF TRAINING MATERIALS TO HELP THEIR CUSTOMERS TO
RESOLVE ISSUES ON THEIR OWN. SELF-SERVICE MATERIALS ALSO AIM TO PRESENT THE COMPANY,
PRODUCT AND SERVICES. CUSTOMER SELF-SERVICE INCLUDES WEBINARS, INSTRUCTIONAL VIDEOS,
TUTORIALS, HELP-FILES, INFOGRAPHICS, DEMOS, DOCUMENTATION, ONLINE TOOLS, GUIDES –
COLLECTIVELY, THEY ARE OFTEN REFERRED TO AS KNOWLEDGE BASE.

Customer Self-Service Pros and Cons • Pros:

stays on the website 24/7 so it lacks an individual approach • Accessible any time of the day/ night or
can be accessed anytime since it’s impossible to cover all weekday
possible issue scenarios • Fewer phone calls and email queries
reduces repetitive phone calls requires regular updates • Combines different sources of information
and emails
(visual and audio) – useful for customers with
hearing or visual impairments
enables customers with needs to be skillfully written not • Content can be prepared in many languages
disabilities or special needs to to confuse customers to meet foreign customers’ needs
seek information in an
• Cons:
accessible format
• Requires regular maintenance to ensure the
if prepared in many languages information is accurate and up-to-date
– empowers foreign customers • Requires more effort to prepare compared to
to familiarize themselves with FAQ
the product or service
• Needs to be skillfully written to ensure that all
instructions and explanations are clear
 ATTRIBUTES OF AGOOD
CUSTOMER SERVICE PROVIDER
High Emotional Intelligence Positive Attitude
• Emotional Intelligence (referred to as EQ or EI) is a term created by two • Genuinely positive-minded people generally tend to look
researchers – Peter Salavoy and John Mayer – and popularized by Daniel
Goleman in his 1996 book of the same name. Basically, EQ means the on the bright side of things. In terms of customer service,
ability to recognize, understand and manage one’s own emotions, as well it means that they are more likely to:
as the emotions of others. Daniel Goleman suggested that there are five
key components critical to emotional intelligence: • Be friendly and more engaged with customers
• Self-awareness – recognizing and understanding your own moods and
motivations and their effect on others. • Put in extra effort to deliver WOW service experiences
• Self-regulation – the ability to control disruptive impulses, to suspend • Get along well with other team members
judgment and to think before acting.
• Take on challenges that others might try to avoid
• Internal motivation – a passion to work for internal reasons that go beyond
money and status -which are external rewards. • On top of that, positive attitude helps to beat job-related
• Empathy – the ability to understand another person’s emotional reaction. stress. In this digital age when almost any information
can be easily found online, very few people would
• Social skills – identifying social cues to establish common ground, contact customer support to inquire about products or
manage relationships and build networks. services. In most cases support agents have to deal with
• “How customers feel when they interact with an employee determines angry customers and their frustration. In fact, this is an
how they feel about the company itself. “ – Daniel Goleman inescapable part of their day-to-day operations, and it
would be nearly impossible to remain calm, professional
• Customers’ emotions aren’t one-size-fits all. Being able to recognize and and effective without being able to maintain a positive
understand other people’s feelings, moods and reactions is a crucial
element in building successful, meaningful relationships. If this element is attitude.
missing, it will make it hard for a customer service rep to make a
connection with a customer. People with higher emotional intelligence
are also better at understanding their own psychological state and are able
to manage stress effectively.
 ATTRIBUTES OF A GOOD
CUSTOMER SERVICE PROVIDER
Adaptability and Flexibility • Passion for Helping People
• As today’s consumers have become much • Passion for helping others may not be
more demanding than ever before, customer everything required to provide outstanding
service agents need to be ready to quickly customer service, but it certainly is one of the
adapt to changing circumstances and client key things to look for in a potential candidate.
requests, handle multiple service interactions When you go into a pet store, you naturally
at the same time, switch channels, and the expect the people working there to love
like. A readiness to play it by ear when animals. Just in the same way, frontline agents
necessary is crucial for providing efficient dealing with customers should be passionate
service without feeling overwhelmed. Easily about customer service and helping people.
adaptable and flexible customer service reps Without passion, the experience is emotionless,
are also more likely to: for both employees and customers.
• Be able to multitask efficiently
• Be willing to take on new tasks
• Show willingness to learn new processes,
systems, technologies
• Be comfortable with erratic work schedules
 ASSESSMENT

• Role-Playing Scenario #1 – The Impatient Customer

• A customer ordered a product online, and they still haven’t received it after the
expected delivery date. The customer is irritated and demanding a refund. While
the late delivery might not be your fault, and the customer’s attitude might trigger
defensiveness, so the important thing to do is to apologize and assure them that
you’re working on resolving the issue. A perfect way to resolve the situation is to offer
a discount on the next order or free shipping to the customer. For example:
• Customer: To whom it may concern, I ordered a product 2 weeks ago, and it was
supposed to turn up 3 days ago. What’s going on?
• Representative: My sincerest apologies. Late deliveries can be a real pain. I assure
you that we’re doing everything possible to resolve this issue for you. And as an
apology, we’re happy to give you a 10% discount on your next purchase.
• Role-Playing Scenario #2 – The Dissatisfied Customer
• A customer has bought a new gaming computer and claims that it doesn’t comply
with the characteristics specified by the manufacturer. Remember that not all is lost
in this scenario. Instead of simply issuing a refund, try to find out the nature of the
dissatisfaction and recommend a better alternative.
• Customer: Hi there, I bought this computer 3 days ago, but it doesn’t perform as well
as described on the website. I chose my platform and the games I would be
playing, but the computer doesn’t come anywhere close to hitting the frame rate
that the manufacturer said it would even on the lowest graphic settings. I’d like to
return it.
• Representative: Hey there! No problem. You can return it or exchange it for a
different computer. Many of our customers are serious gamers, and they speak
highly of this (other) model. Why don’t you demo it and tell us what you think?
• Customer: Wow! This computer’s great! I hope I won’t regret it if I do an exchange.
• Role-Playing Scenario #5 – When You Don’t Know the Answer
• A customer is keen on one of your top-selling products and wants to know
when it’ll be back in stock. If you simply say “I don’t know” or “Check back
later”, they might dismiss the purchase altogether. The best thing to do here is
to assure them that you’ll get back to them with an answer. And before they
potentially decide to go elsewhere, recommend alternative products that are
in stock. For example:
• Customer: Hello! I’m very interested in buying one of your down-feather
jackets. The price is right, and it’s exactly what I’m looking for. But
unfortunately, it is out of stock. Do you know when you’ll be getting more?
• Representative: Hi there. We recently ran out, and unfortunately, we’re not sure
when our new shipment will come in as it depends on our supplier. However, in
the meantime, here is a link to our similar brands. Please feel free to browse
them. Either way, we will reach out to our supplier and notify you as soon as we
receive a response. What is the best way to contact you?
• SETUP: Someone signed up for a one-year trial and added their credit card. They forgot to cancel
before trial ends so they were charged a yearly subscription. Your company doesn’t have an official
refund policy, but they are asking for a refund. Your move.

• SCARED CUSTOMER: Help me ASAP, my boss will kill me, I registered for your trial but forgot to cancel!
I need to discuss the deal with my manager before we actually make a buying decision. Please do
something.

• OPERATOR: Hey! No problem. The only thing is, it might take some time, as we don’t have an official
refund policy. I will get in touch with our payments platform and initiate a refund on your behalf.
Don’t worry, you should get your money back in seven working days.

• As a customer support operator, you have two choices in this case. As your company doesn’t have
a refund policy, it’s possible to refuse your customer’s request and keep their money.

• On the other hand, think about the consequences. A disappointed customer will never subscribe for
real, and they might even leave a negative review for your business. What you win in several
hundred bucks you lose in the word of mouth and potential customer loyalty.

• But remember, you can’t be too reliant on customer service scenarios. Allow some space for your
team to improvise and let them show their own personality.
L Loyal customer – Loyal Larry Discount customer – 3. Impulsive Customer – Impulsive Iggy
This type of customers keeps coming back for more. Discount customer is the type of customer that sees This is the type of customer that can make a
value in your product but won’t buy it at full buying decision in an instant, provided that
Apart from having a significant impact on your price. Upselling your product to customer is nearly the conditions are right.
revenue, Larry will be also your brand’s ambassador. impossible.
Cleth is usually looking for some extra information on You see, Iggy doesn’t need much convincing
Larry and customers like him help you grow the exact conditions of the deal or discount you are to make a purchase. You don’t need to warm
through word of mouth. He will recommend your offering. You can help him by explaining the deal and this lead up with value proposition too much.
business or product to his friends and family, sending what he needs to do to use it.
a healthy stream of new customers your way. What Iggy needs to buy something is a clear
Once the deal runs out, it’s hard to keep Cleth as a and easy way to do that. The less steps
customer. If you are offering a service at a discounted involved, the higher chances that a customer
You should try to leverage his experience and learn price, Cleth will usually leave once the discount stops like Iggy will make a purchase.
what makes him so satisfied with your business. When applying. To increase your chances of keeping Cleth
you have the chance, ask Larry which aspect of your as a customer, you need to show him that he is not Clear the way for Iggy and get rid of any
product or business he likes the most. Take note and only getting a product at a discount, but he also gets distraction he may face to make sure you’re
try to replicate that experience so that other customers
amazing customer service bundled with his purchase. not wasting that buying impulse when it
can become your brand ambassadors. comes.
You need to provide added value that will make Cleth
think twice before switching to another company. How to deal with Impulsive Iggy:
How to deal with Loyal Larry
How to deal with Discount Cleth:
Clear the way to checkout: Make sure nobody
Give him a platform: You can help Larry spread the Explain the deal: Provide all the necessary details needs a manual to make a purchase on your
love and feature him in a case study. A bit of social about the deal to avoid any confusion. Dan may also website. The less clicks and information
proof like that will make your landing pages much require help with entering a discount code or using a needed to make a purchase, the better.
more appealing to potential customers. coupon so make sure your team knows the deal’s
details. Quick and concise help: If you get a question
Learn from his experience: See what turned Larry into
from Iggy, make the answer short. Stick to the
Offer added value: To make sure Cleth continues brass tacks. You also need to provide the
a loyal follower and make sure that happens more being one of your customers, you need to go beyond response quickly. If you take too long, the
often with other customers. your initial offering. Add the cherry on top of the deal. buying impulse will fade and Iggy will leave
Something that they can’t get elsewhere. Stellar your website.
Don’t mess it up: Whatever you do, make sure that customer service can be one of such advantages that
will help you keep Cleth as a customer.
Larry stays excited about your product and business.
• 4 – Need-Based Customers • 5 – Wandering Customers
• Need-based customers are driven by a • Wandering customers draw the largest
specific need. In other words, they enter amount of traffic to the company while
the store quickly, purchase what they making up the smallest percentage of
need, and leave. These customers buy for sales revenue. They have no specific
a specific need or occasion and are hard need or desire in mind and are attracted
to upsell. It is important to note that need- by the location of the business more than
based customers can be easily drawn to anything else. These customers enjoy the
other businesses. social interaction of the shopping
experience.
• Therefore, it is important to initiate positive
personal interaction with this customer • Therefore, spending too much time trying
segment in order to retain them. to appease this segment can draw away
Converting need-based customers to from the more profitable segments.
loyal customers is attainable with proper Although this segment generates the
positive personal interactions. least amount of sales revenue, providing
insightful information about products to
these customers can stimulate interest
and ultimately result in a purchase.
 TIPS FOR EFFECTIVE
COMMUNICATION WITH CUSTOMER
Patience is a must Know your product/service offered inside out

• A customer reaches out to you when they are unsure, confused or have a grievance. He • Customer queries can be anything under the sun, but mostly they related to the product/service your
may, sometimes, be angry because of miscommunication or because he feels that he has brand offers. There is no excuse for an employee to not be aware or well versed with the
been treated unfairly. Many-a-times, a great deal of patience is required just to understand products/services that his organization offers. The management must ensure that all the employees
the problem, let alone offer a solution. But, in the end, being patient will make you a winner.
Be patient and capture the finer details; keep in mind that great service is better than fast are trained effectively for the same.
service.
Honesty works every time
Accuracy of information is key
• In case you are not aware of any aspect of the details that the business has to offer, tell the customer
• The turnaround time for any service that is communicated to the customer must be the you will get the exact information for them. Don’t wing it by saying ‘I think…’ or ‘It could be…’. This sort
same across all levels and departments. It is the responsibility of management to ensure of communication will create doubts about your organization and your brand.
that staff is communicated accurate turnaround times, which can be used to set the Also, if resolving an issue is going to take longer than usual, communicate that to your customers
customers’ expectations. Any disparity in this will definitely lead to an unhappy customer. transparently. Most often, customers are angered because their expectations are not set right. Also, it
is a great idea to communicate the process that you will follow to resolve the issue. This awareness will
Proactive approach always delights customers make the customer more confident and less irate.
• When a customer has called you to get an issue resolved, it is possible that the resolution
takes more time than required. In such situations, when you have a customer waiting for Active Listening and acknowledgements do wonders
your response, be proactive and keep the customer informed of the progress rather than
have the customer get in touch with you time and again for an update. • Your body language speaks louder than words. When customers are communicating with you, they
Also, isn’t it a good idea to have some FAQs put up on your website instead of get the should not feel uncared for. Make sure you actively listen, ensuring that the customer doesn’t have to
customer call you with queries? repeat himself. Also, ensure that you acknowledge the customers’ messages by using positive words.
Give them the confidence that you are around to help them and that you will find the best possible
Attentiveness helps solution for them.
• While attending to a customer complaint, if you happen to miss out any important details, it Analogies help in getting your message across
would just aggravate the situation. So, block out the noise and focus entirely on the query
at hand; have a pen and paper handy to help you make notes
• If you feel that the customer is finding it difficult to understand your solution, then convey the message
Avoid interrupting with an analogy. Use non technical terms and put it in simple language.

• When customers are complaining or telling you the events that led to their disappointment, Don’t take short cuts
do not interrupt. You might have heard the same lines before and you might think that
offering a quick solution would make for great customer service. However, interrupting • At the end of a long day, you tend to provide short cuts or slack service to complaints and queries. Do
customers actually upsets them and makes them feel less valued. remember that the customer might be the fiftieth one you are attending to on that day, but you are
his FIRST service representative. Most of the awesome customer service stories out there are of
employees who did more than what they were expected to do!
 FACE TO FACE CUSTOMER
SERVICE TIPS
• Smile • Skills & Tips for Telephone Customer Service
• The American writer Max Eastman said, “A smile is the universal welcome.” And it is a smile that • Customers of a business are incredibly sensitive regarding how they are treated. The level
your customers deserve to be greeted with whenever they enter your place of business. Hire and quality of service received directly affects whether or not they will become regular
only enthusiastic and friendly staff to work with your customers; reassign or let go employees patrons. As a result, it is important for an organization to provide the best customer service
who are not right for your corporate culture. experience possible. This is particularly true when interacting via the telephone, as the lack
of eye contact and body language allows room for miscommunication. By implementing a
• Listen few strategies, a small business owner can ensure that each customer feels valued.

• When a request is made or an order is placed, your employees need to hear what the • Professional Greeting
customer is asking and meet that request without fail. Sometimes that means tailoring your
response to meet a specific need, satisfying a special request to gain a satisfied customer. • It is important for each employee of a small business to answer the telephone in a
professional manner. An employee can accomplish this by saying, “hello,” and stating the
• Respond name of the company as well as his own. For example, “Hello, thank you for calling the
Acme Company. My name is John. How may I help you?”
• How does your staff handle complaints? Do they genuinely listen with an ear toward resolving
the problem? Or are they dismissive and looking for ways to avoid the customer? You may not • A business achieves a couple different things by answering every telephone call in this
be able to satisfy every customer request, but most certainly every customer needs to be manner. The owner achieves the assurance of knowing that the initial customer experience
afforded the respect that they deserve. Empower your employees to solve most small problems will be delivered in a consistent manner. Likewise, the customer will get the impression at
on their own. the beginning of each call that he is dealing with a well run, professional enterprise.

• Courtesy • Listening Skills

• No matter how difficult the customer may be, your staff needs to show courtesy at all times. • One of the biggest reason’s conflicts occur is because one or more people fail to listen to
Train your staff on how best to handle a problem, including bringing in a senior team member or the other. By actively listening to the content of a customer’s conversation, an employee
manager to help resolve the problem. Resolve the problem quickly by offering empathy to the will receive all of the facts needed to take the order, answer the question or resolve the
customer while continuing to support your employees as you come up with a satisfactory situation. In addition to the content, she must also pay attention to the customer’s tone. For
solution. example, if a caller is speaking in a rushed, clipped manner, it can be mean that she does
not have a lot of time. An astute employee can then eliminate the use of unnecessary
pleasantries, expediently giving the patron the requested information needed.
• Gift
• Customer Wait Time
• Disgruntled customers as well as loyal, happy customers will remember your good customer
service if you provide something over and beyond what they expect. If you operate a
restaurant, offer a free dessert to satisfy your customer. If you manage an office supply store, • The longer a customer must wait to conduct business, the greater the chance they will be
ship the order overnight at no extra cost to the customer. Sometimes it is the small gesture that displeased with the service. As a result, customer wait time should be minimized during
shows customers you appreciate them, charming and disarming effort on your part to show telephone interchanges. All incoming calls should be answered by the second ring.
someone you care. Likewise, if an automated answering system is used to take a small business’ calls, the ability
to connect with a live representative should be one of the first options available to callers.
On occasions when a customer must be put on hold, the employee should explain the
reason for the disruption, as well as give an estimated length of hold time.
 ESSENTIAL TIPS FOR WRITING EFFECTIVE
CUSTOMER SERVICE EMAILS
• #1 - ADDRESSING THE CUSTOMER
• When you are communicating with a customer via email, it’s imperative that you address the custom in a personal way, so they feel like they are being spoken to directly, rather than simply
receiving a generic email.
• This can be done by using their first name, or a suffix and their surname; whatever works best for the situation. This helps the customer to feel valued by your company and as though they are
speaking to a person, rather than a machine or computer.
• #2 - KEEP THINGS SHORT & SWEET
• A customer will not want to open an email from you that’s thousands of words long and takes ages to read. Instead, they want to quickly be able to open your email, quickly consume the
information that you’ve written them and either reply or take the appropriate action.
• In short, you need to keep your emails short and to the point. Try to keep your emails as close to 150 words as possible and break up your sentences into paragraphs or even bullet points if you
can.
• #3 - USE SIMPLE & EASY LANGUAGE
• It’s easy to get caught up using professional language when replying to customer emails, especially when it comes to writing for a niche industry that has a lot of technical jargon alongside the
products or service.
• Always remember when you’re speaking to a customer to keep the language as simple as possible. That doesn’t mean that you need to be patronizing, you simply need to keep the language
to a level in which there’s no room for misinterpretation.
• “For some customer agents, it’s difficult not to feel like you sound patronizing to your customers, but this may not be the case. If you feel like your email doesn’t sound right, get a co-worker or
manage to check it over and read it, rather than risking the response from the customer if you get it wrong” shares Abbi Johnson, a customer service manager for BoomEssays.com.
• #4 - READ THE SIGNS
• Some customers are going to be mildly inconvenienced by the problems they are having, and others are going to be livid. Although difficult, it’s essential that you learn to read and pick up on
the tone of voice that is being used in an email by the customer.
• If you’re acting extremely happy to a customer that isn’t, this can actually make the situation worse. Write as though you’re talking to a friend, while obviously remaining professional.
• #5 - PROVIDE THE BEST SUPPORT POSSIBLE
• This tip goes without saying, but you’ll be surprised at how many customer service representatives overlook it. If you’re replying to an email, whether it’s an account problem, an order issue or
even just a general query, you need to make sure your messages are clear.
• This means if you’re writing out a step-by-step instruction guide for the customer to follow, be sure to make it as clear as easy to follow as possible, so there’s no room for error whatsoever.
#6 - USE TOOLS & RESOURCES
It’s safe to say that nobody is born to be a professional writer and it can take years to practice the skill to get it
perfect. However, your customers still demand the best service possible, so why not use help when it’s available?
To ensure perfect emails, here is a list of tools and resources you can use to save time while guaranteeing quality.
StateOfWriting.com & MyWritingWay.com
These two online blogs are full of writing-related resources such as professional writing guides that you can follow
when writing emails for different purposes. This means you’ll be able to quickly refer to different templates and
guides depending on the nature of the email that you’re writing with all the information you need, such as
language and tone of voice, ready next to you so you can save time and research efforts.
UKWritings.com
This is an online writing agency that’s home to a range of professional writers and freelancers who can guide you
through the email writing process, so your messages are structured and easy to read. Read UK Writings review to
get the proof.
EasyWordCount.com
This is a free online tool you can use to proactively track and monitor the word count of your emails while you’re
typing. This helps you to keep your messages short and precise.
#7 - PROVIDE ALL INFORMATION
Hand in hand with point #4, you never want to provide information to your customer who then has to message
you again to ask for more information. Using the points above, you should have already read the tone of voice of
the customer and have some idea of what type of person they are.
Use this information to your advantage. If you need to go out of your way to provide more information, such as
documents or screenshots, do so to avoid the return email.
#8 - ACKNOWLEDGE THE PROBLEM
If a customer has used a product or service and is happy, the chances are that they are not going to get in touch, they’ll simply
get on with their lives. However, if there’s a problem, things are different.
When replying to a problem email request from a customer, one of the most important things you need to do is to acknowledge
the problem they are experiencing.
Even if this means physically typing out a reworded version of what they have already said, this shows that you understand their
concerns completely, and there’s the opportunity for them to correct you if you’re wrong.
“If the customer you’re dealing with seems particularly upset, be sure to let them know that you are aware the problem is causing
distress and how it must feel and that you’ll do everything you can to make things better,” states Jason Hindle, a customer service
representative for EliteAssignmentHelp.com.
#9 - LEARN WHEN TO NOT EMAIL
Sometimes, some problems with customers may go on for some time, and if continued over email, it can be draining and
exhausting for both you and the customer, and it will only make things worse in the long haul.
In situations like these, it’s important to realise there are other forms of communication, such as a phone call, that might make
things easy to sort out. Don’t waste anybody’s time by continuing the simply reply to an email.
Instead, say something along the lines of ‘Hello! Thank you for this email. I believe this problem can be resolved far easier other the
telephone. If you can provide a contact number and a good time to call, I’ll be happy to do what I can for you!”
#10 - ALWAYS END POSITIVELY
The worst thing you can ever do as a customer service agent is to close communication with a customer with a negative thought
in their head as this is how they will remember your business.
When writing, always make sure the last paragraph, or even the last sentence, is a highlighted positive that stands out and aims to
leave a smile on your customer’s face, even if it’s just ‘Thanks’ or ‘I hope you enjoy the rest of your day!
 ASSESSMENT
What is/are the role/s of customer Give great customer service skills
Why is customer service important to service agent? practices
the success of the business?
Ans. Ans.
Ans.
representatives help customers with Persuasive Speaking Skills. Think of the
Customer service is important because complaints and questions, most persuasive speaker in your
it can help you to: give customers information about organization.
Increase customer loyalty. Increase products and services, take orders,
and process returns. By Empathy.
the amount of money
each customer spends with helping customers understand the Adaptability.
your business. Increase how often product and answering questions
a customer buys from you. Generate about their reservations, they are Ability to Use Positive Language.
positive word-of-mouth about sometimes seen as having a role in
sales Clear Communication Skills.
your business
Self-Control.
Taking Responsibility.
Patience.
 MANAGING STRESS IN THE
WORKPLACE
• What is Stress?
is your body's way of responding to any kind of demand or threat. When you
sense danger—whether it's real or imagined—the body's defenses kick into
high gear in a rapid, automatic process known as the “fight-or-flight” reaction
or the “stress response.” The stress response is the body's way of protecting
you.
Causes of Stress
• Being unhappy in your job
• Having a heavy workload or too much responsibility
• Working long hours
• Having poor management, unclear expectations of your work, or no say in the decision-making process
• Working under dangerous conditions
• Being insecure about your chance for advancement or risk of termination
• Having to give speeches in front of colleagues
• Facing discrimination or harassment at work, especially if your company isn't supportive
• Life stresses can also have a big impact. Examples of life stresses are:
• The death of a loved one
• Divorce
• Loss of a job
• Increase in financial obligations
• Getting married
• Moving to a new home
• Chronic illness or injury
• Emotional problems (depression, anxiety, anger, grief, guilt, low self-esteem)
• Taking care of an elderly or sick family member
• Traumatic event, such as a natural disaster, theft, rape, or violence against you or a loved one
 HOW CAN YOU COPE WITH WORK
STRESS?

Relaxation Startegies
• Breath focus. In this simple, powerful technique, you take long, slow, deep
breaths (also known as abdominal or belly breathing). ...
• Body scan. This technique blends breath focus with progressive
muscle relaxation. ...
• Guided imagery. ...
• Mindfulness meditation. ...
• Yoga, tai chi, and qigong. ...
• Repetitive prayer.
 PROBLEM-SOLVING.
1. Define the problem
• Diagnose the situation so that your focus is on the problem, not just its symptoms. Helpful problem-solving techniques include using flowcharts to identify the expected steps of a process
and cause-and-effect diagrams to define and analyze root causes.
• The sections below help explain key problem-solving steps. These steps support the involvement of interested parties, the use of factual information, comparison of expectations to
reality, and a focus on root causes of a problem. You should begin by:
• Reviewing and documenting how processes currently work (i.e., who does what, with what information, using what tools, communicating with what organizations and individuals, in
what time frame, using what format).
• Evaluating the possible impact of new tools and revised policies in the development of your "what should be" model.

2. Generate alternative solutions

• Postpone the selection of one solution until several problem-solving alternatives have been proposed. Considering multiple alternatives can significantly enhance the value of your ideal
solution. Once you have decided on the "what should be" model, this target standard becomes the basis for developing a road map for investigating alternatives. Brainstorming and
team problem-solving techniques are both useful tools in this stage of problem solving.
• Mindfulness.
Many alternative solutions to the problem should be generated before final evaluation. A common mistake in problem solving is that alternatives are evaluated as they are proposed, so
the first acceptable solution is chosen, even if it’s not the best fit. If we focus on trying to get the results we want, we miss the potential for learning something new that will allow for real
improvement in the problem-solving process.

3. Evaluate and select an alternative

• Skilled problem solvers use a series of considerations when selecting the best alternative. They consider the extent to which:
• A particular alternative will solve the problem without causing other unanticipated problems.
• All the individuals involved will accept the alternative.
• Implementation of the alternative is likely.
• The alternative fits within the organizational constraints.

4. Implement and follow up on the solution

• Leaders may be called upon to direct others to implement the solution, "sell" the solution, or facilitate the implementation with the help of others. Involving others in the implementation is
an effective way to gain buy-in and support and minimize resistance to subsequent changes.
• Regardless of how the solution is rolled out, feedback channels should be built into the implementation. This allows for continuous monitoring and testing of actual events against
expectations. Problem solving, and the techniques used to gain clarity, are most effective if the solution remains in place and is updated to respond to future changes.
 MINDFULNESS.
• Mindfulness is not obscure or exotic. It’s familiar to us because it’s what we already do, how we
already are. It takes many shapes and goes by many names.
• Mindfulness is not a special added thing we do. We already have the capacity to be present, and
it doesn’t require us to change who we are. But we can cultivate these innate qualities with simple
practices that are scientifically demonstrated to benefit ourselves, our loved ones, our friends and
neighbors, the people we work with, and the institutions and organizations we take part in
• You don’t need to change. Solutions that ask us to change who we are or become something
we’re not have failed us over and over again. Mindfulness recognizes and cultivates the best of
who we are as human beings.
• Mindfulness has the potential to become a transformative social phenomenon. Here’s why:
• Anyone can do it. Mindfulness practice cultivates universal human qualities and does not require
anyone to change their beliefs. Everyone can benefit and it’s easy to learn.
• It’s a way of living. Mindfulness is more than just a practice. It brings awareness and caring into
everything we do—and it cuts down needless stress. Even a little makes our lives better.
• It’s evidence-based. We don’t have to take mindfulness on faith. Both science and experience
demonstrate its positive benefits for our health, happiness, work, and relationships.
• It sparks innovation. As we deal with our world’s increasing complexity and uncertainty, mindfulness
can lead us to effective, resilient, low-cost responses to seemingly intransigent problems.
 REAPPRAISING NEGATIVE
THOUGHTS.
• The brain is where the bulk of the action happens when it comes to feeling good or
bad. This means how we perceive a situation is how we act towards a situation, so if
we can learn to modify it we will have a very powerful skill. It has to be a conscious
process and this starts by identifying a negative thought when it appears and
deciding that it’s an unwanted thought or action to partake in an unwanted
activity.
• When you’re stressed your emotional side of your brain really takes centre stage and
the rational side of your brain takes a back seat and unfortunately, your emotional
brain is not 100% reliant and it tends to have a negative bias.
• Cognitive reappraisal is an emotion regulation strategy that involves changing the
trajectory of an emotional response by reinterpreting the meaning of the emotional
stimulus. For example, a person may fail a series of tests and think negatively about
his or her performance upon first receiving the results.
• Cognitive reappraisal is about choosing to find new and different ways to create
more positive emotion.
 ASSESSMENT
• Give example(s) of sources of stress with the following categories job stressors
 Role in the organization
 Relationships at work (Interpersonal)
 Task Design
• Task Demands – This is the sense of not knowing where a job will lead you and whether the activities
and tasks will change. This uncertainty causes stress that manifests itself in feelings of lack of control,
concern about career progress, and time pressures.
• Role Demands – Role conflict happens when an employee is exposed to inconsistent or difficult
expectations. Examples include: interole conflict (when there are two or more expectations or
separate roles for one person), intrarole conflict (varying expectations of one role), person-role
conflict (ethics are challenged), and role ambiguity (confusion about their experiences in relation to
the expectations of others).
• Interpersonal Demands – Examples include: emotional issues (abrasive personalities, offensive co-
workers), sexual harassment (directed mostly toward women), and poor leadership (lack of
management experience, poor style, cannot handle having power).
• Physical Demands – Many types of work are physically demanding, including strenuous activity,
extreme working conditions, travel, exposure to hazardous materials, and working in a tight, loud
office.
WORK/OFFICE ETIQUETTE
 DO’S AND DON’TS IN A WORK PLACE
1. Don’t “Reply All” to an email chain.
• Understand the differences—and repercussions—between hitting “Reply” and “Reply All” when responding to
an email. Carefully consider whether or not all of the parties who received the initial email need to be included
in your reply. Additionally, by “replying all,” you may find yourself embarrassed as your entire organization reads
details that were only meant to be shared with one or two others.
• When in doubt, always do your part to keep emails and other correspondences friendly and professional. As a
general rule, treat your emails as a professional form of communication, and make sure that the information you
share is appropriate for the time, place, and people involved.
2. Don’t have personal conversations at your desk.
• If you must have a private or personal phone conversation when you’re at work, try not to have the
conversation at your desk where others can hear you. Many workplaces have conference rooms that you can
use for phone calls; otherwise, it might be a good idea to step outside.
• Having a personal conversation at your desk can be distracting to the coworkers near you, and may open you
up to gossip about being someone who “can’t leave their personal life at home”—which isn’t good for your
professional image.
3. Don’t bring your emotions into the office.
• It’s best to leave your personal emotions at the door when you get to work. Your desk neighbor doesn’t want to
hear your sob story from over the weekend. If you truly can’t focus on your work because something has
happened, it’s probably a better idea to take some personal time to process your emotions. Or, if something in
the workplace is bothering you, reach out to the human resources department or your supervisor to resolve the
issue so it doesn’t interfere with your work.
4. Don’t be afraid to ask questions.
• Asking questions—no matter how silly they may seem—will help you clarify expectations and avoid
erroneously completing an entire project only to realize you did it all wrong. There’s little worse than
overconfidence—especially if it isn’t actually backed up by experience or skill.
• So go ahead and ask your questions, and be sure to truly listen to the answer.
5. Don’t gossip about fellow coworkers…or your boss.
• Gossiping is one of the cardinal sins of office work: Just don’t do it. Whether you’re tempted to
gossip about your boss, co-worker, or the company as a whole, you’re not hurting anyone but
yourself when you do.
• Gossiping can portray you as someone who can’t be trusted or someone who isn’t a team player,
which won’t help you reach your professional goals. It can also be duly harmful if it gets back to the
target of the gossip.
6. Don’t use emojis or multiple exclamation points (if any) in work emails.
• Disclaimer: This bit of advice will depend on the specifics of your workplace. Some workplaces may
embrace emojis and relaxed conversation; others may expect a level of formality at all times.
Regardless, be cognizant and intentional when crafting your communications. Work emails don’t
need to be all serious all the time, but you’ll want to maintain a sense of professionalism so that
others see you as the competent expert that you are.
• When in doubt, always communicate professionally in your workplace emails, regardless of how
relaxed your superiors might seem. After you’ve spent some time on the job, you’ll have a better
idea of what is deemed appropriate in your workplace.
• 7. Don’t talk back to your boss.
• This bit of advice should probably go without saying, but it’s an important one nonetheless. Even if there isn’t much of an
age difference between you and your boss, you should never talk back to them. Always show your boss respect, and do
your part to not be sarcastic or glib.
• This is not to say you can’t disagree with them about aspects of the job, a project, or the company’s strategy. You should
always feel free to share thoughts or concerns if you’ve got them. But the way that you do this matters.
• Hopefully, you will have the chance to climb the career ladder someday. You will want to have your boss in your corner
to help you get there.
• 8. Don’t forget that at work socials, you’re still at work.
• Company outings can be a great chance to socialize with your coworkers and get to know them outside of their 9 to 5
personas. But it’s important not to forget that, while you should be yourself, you’re still among office mates who you’ll be
working side-by-side with tomorrow. Be especially careful not to overdo it if alcohol is being served. Everyone will know
why you “called in sick” the next day.
• 9. Don’t be nervous, but also don’t overstep your boundaries.
• In the workplace, you’ll often find yourself walking a fine line in how you present yourself. You want to be respectful, but
you don’t want to come across as being stuffy; you want to appear confident, but you don’t want to overstep your
bounds; you want to express your opinions, but you need to keep them G-rated.
• Learning the balance will take trial and error on your part, but it’s an important balance to learn.
• 10. Don’t forget an umbrella.
• This one might sound silly, but it’s important to be prepared for all of life’s annoyances, even at work. Sitting in wet clothes
all day is not fun. Walking around with a coffee-stained shirt because your coffee lid popped off is not fun. Talking to
someone with spinach stuck between your teeth from lunch is not fun.
• Keeping an umbrella, spare pair of shoes, dental floss, and even a change of shirt in your desk (or the trunk of your car)
for emergencies can be smart.
 DO’S IN A WORK PLACE
1. Do arrive early.
• There’s some common advice often given to new workers: You want to be in the office before your boss, and stay until
after he or she leaves. You will be remembered for answering your phone at 8:01 a.m. in a world where tardiness is
common (especially in major cities, where traffic can cause all kinds of headaches). Conversely, you will also be noticed
if you consistently show up 15 minutes after everyone else—just not in the way you want.
2. Do network with people outside of your cubicle.
• Of course, it’s important that you complete your work on time and up to standard. But it’s also important to remember
that a perk of having a job at a company you appreciate is meeting other people with similar interests who can share
advice from their past experiences that you can use on the job.
• That’s why it’s important to take networking opportunities seriously, especially when you’re first starting on the job.
Grabbing coffee or lunch with your coworkers, attending happy hour or other company functions, and simply making
yourself available can go very far.
3. Do be willing to help out a coworker.
• If one of your coworkers asks you for help in completing a task, you should generally say yes —as long as you feel that
you can realistically help them while also hitting your own deadlines. This is an opportunity to stand out and demonstrate
your own knowledge and skills. It’s also an opportunity to make a friend and bring someone into your corner for the
future; you never know when that might come in handy.
4. Do bring in goodies.
• Who doesn’t love to eat? If you have free time one night, baking cookies, brownies, or some other treats can be a really
nice gesture for your coworkers—especially if you’re celebrating a big win or going through a stressful period.
• If you do choose to bring in treats, though, it’s important to understand ahead of time whether any of your coworkers
have allergies or dietary restrictions like gluten insensitivity. Bringing something in that everyone can enjoy will only make
the gesture that much more meaningful.
5. Do create a proper personal email address.
• It isn’t uncommon to need to communicate with your coworkers after hours or on the weekend. While many
organizations allow employees to log into work email remotely, some do not. It’s important in these cases that
you have a professional email address in the event you need to send an email to a coworker or your boss.
“Foxychick123” isn’t going to send the same impression as “firstname.lastname”.
6. Do jump at the chance to complete a new task.
• If your boss, superior, or coworkers ask you to work on a task that you’ve never worked on in the past, it’s natural
to feel nervous. But, that’s no reason to decline the work. Accepting new projects expands your skillset and can
lead to exciting opportunities down the line.
• You were likely chosen because they have confidence in your abilities. Just make sure to ask questions, seek
advice, and make sure you’re on the right track before getting too bogged down in the task.
7. Do be flexible.
• Sometimes, you’re going to be tapped for a project or initiative that requires you to be flexible. You might be
asked to work earlier or later hours than usual; you might be asked to perform duties or tasks that you don’t
necessarily want to perform, or that you weren’t hired to do. There may come a day when you are asked to
work a holiday—either to cover someone else’s shift or to usher a project through to completion.
• While it’s never fun to work a holiday, a weekend, or to do “someone else’s job,” being willing to roll with the
punches demonstrates that you value the company and take your role seriously, which will only help you in the
long run.
8. Do dress appropriately for the office.
• What constitutes appropriate will depend on the particular culture of your workplace. But it’s always a good
idea to dress to impress, especially when you’re first starting a new role at a company. Even if you don’t have a
formal dress code, save the crop tops, flip-flops, and see-through shirts for the weekend—no one will take you
seriously if you don’t.
9. Do make sure your earbuds are plugged in securely to your computer.
• Have you ever made the mistake of listening to music or a video on your laptop
while in public, only to realize that your earbuds weren’t plugged in and that
everyone around you could hear? Talk about embarrassing.
• Take it from me: It’s only more embarrassing in the workplace. Your coworkers don’t
want to hear lyrics streaming from your 2 Chainz Pandora station.
10. Do be open-minded.
• Whether you’re taking on new work, building relationships, or advancing in your
career, you should do your best to remain open-minded. Nothing is known for
certain, and being flexible and open to change will only help you in the long-run.
• And finally…
11. Do wear a smile.
• Having a positive attitude about being at work will affect your job performance
significantly. Appearing happy, friendly, and approachable at work can do wonders
for your career. Never underestimate the power of a smile!
 LIST DOWN WORK/OFFICE ETIQUETTE
ASSESSMENT TASK
• Arrive on time.
• Dress appropriate for work.
• Speak kindly of others.
• Avoid gossip and eavesdropping.
• Show interest on others.
• Watch your body language.
• Introduce your self and others.
• Don’t interrupt others.
• Mind your mouth.
• Consume food and drink correctly.
 PROPER GROOMING
• Proper grooming and a professional appearance are important to gain
respect in the workplace. The way you look and carry yourself creates an
impression on the people you work alongside. Both men and women should
take care and look after themselves.
 PROFESSIONAL STANDARDS IN THE
WORKPLACE

• Being a professional requires more than wearing a nice suit. It requires ethical
behavior that drives interactions with other employees, customers and
leadership. It also guides how someone performs her job. Ethical behavior
guides whether someone will perform minor infractions if she feels no one is
watching. Business leaders need to set clear guidelines for ethical behavior
in the workplace and to consistently train employees on working according
to those expectations.
• 1. Wear business suits in basic colors.
• 2. Always be neat and clean including your teeth, fingernails, face, hair and
even your shoes.
• 3. Keep your pockets empty and as much as possible avoid tinkling coins or
keys and bulges.
• 4. Avoid eating candies, smoking cigarettes and chewing gum when you
are inside the office.
• 5. Use portfolio case or light briefcase when carrying important documents
with you instead of compiling these documents in folders and carrying these
between your armpits.
• 6. As much as possible get rid of tattoos and body piercings for these will just
make you look untidy and unprofessional.
• 7. Wear light perfume and cologne and minimize using lots of jewelries.
 MAKE SURE TO WEAR CLEAN AND
PRESENTABLE CLOTHES
• Have separate clothes for hanging out and going to the office. It seems to be unprofessional if you
wear clothes with holes and stains in the workplace. Wear the cleanest and most presentable outfit
when going to work for this will surely help you look your best. However, you need to still comply
with the dress code set by your company.
Invest on Iron and Dry Cleaner
• There are some clothes that require pressing or special care by a reliable dry cleaner. Pants and
other clothing look better when they are professionally pressed.

Dressed Conservatively
• If you wanted to establish a credible and respectful image, you need to dress conservatively in the
office. In the case of women, they are advised to avoid using clothes that are revealing. Clothes
must be in proper fit and length to ensure confidence and comfort upon wearing.
• These are just few of the many ways on how you can achieve ideal professional appearance and
grooming for the workplace. Individuals also have to note that personal hygiene must be practiced
in the workplace and not just at home. Professional appearance can further be enhanced by
reporting to work early, wearing the best smile often and displaying positive attitude.
 TRADITIONAL TRAINING METHOD
• There are three main categories of traditional training methods. These
include presentation methods, Hands on training and group
building methods. Each approach has its own advantages and
disadvantages. The human resource department selects a training
method depending on how best it meets the required training needs
 CLASSROOM-BASED TRAINING
PROGRAMS

• All blended learning programs require planning. How you should use online
and classroom-based elements will depend on the overall shape of your
program and what each part needs to achieve. Once you've confirmed
overall course objectives, it's time to decide if individual goals can be best
supported with online or offline methods. Remember that the ultimate aim of
blended learning is to combine the strengths of both traditional (classroom-
based or face-to-face delivery) and online learning to provide learners with
the most engaging experience possible.
 INTERACTIVE TRAINING
• Is exceptionally effective as a learning tool. When learners interact with the
material, it becomes memorable experience. They are interested and
engaged in what they’re doing, which is when the deepest level of
understanding is achieved and learning occurs.
• There are many advantages of including an interactive training strategy into
the corporate world. They are enjoyable, provide immediate feedback,
bridge the gap between head-knowledge and application, and the primary
reason, interactive training strategies in work!
 ON-THE-JOB TRAINING
• Focuses on learning while individual is actually engage in work.
• Coaching
• Understudying
• Job rotation
• Apprenticeship
• Vestibule

Concerned with imparting training to employees outside the actual work place.
 MODERN TRAINING METHODS
• Social Training
• If you’re looking for a training method that removes the need for an in-person facilitator, computer-based or e-learning
trainings may be right for you. While sometimes used interchangeably, these two approaches have one distinct
difference: computer-based training (CBT) encompasses any type of training that takes place on a computer, while e-
learning training is specifically training that’s hosted online via a website or web app. These digital trainings usually mimic
classroom-style trainings, displaying visual content on screen that supports a lecturer’s voiceover. They can also include
resources like videos and reading material to accompany coursework, similar to what you might find in a classroom
environment.
• This training style is widely adopted by modern employers; one study found that 77% of American companies offer some
kind of online training as a professional development tool. Many companies choose CBT or e-learning courses because
they easily scale; one person or 500 people can take CBT courses at one time, starting and stopping at their own pace.
This helps empower a range of learners as people who want to take their time and dive deeper have the freedom to do
so, while quick learners who are more easily bored can move through coursework more rapidly.
• However, that advantage comes with a disadvantage; because CBT courses are unmonitored, it’s hard to know
whether trainees are truly engaged with the material. A tip to overcome this obstacle is to incorporate quizzes and
interactive modules throughout the digital experience. This helps you assess a trainee’s grasp of the material and
whether he or she retained the most important information.
• There are many examples of CBT learning platforms you may already be familiar with. For example,
LinkedIn’s Lynda.com is a continuing education platform where professionals can buy and take classes on design,
programming, business development, career development, leadership and more. Many companies choose to leverage
existing e-learning platforms like Lynda.com to grow their employees; it prevents the costs associated with designing a
custom curriculum and building a web or software tool for your team.
• ONLINE TRAINING
• Online Training
 GIVE EXAMPLE OF TRAINING USING
THE TRAINING METHODOLOGIES.

• Instructor-led classroom training.

• Interactive methods.
• Hands-on training.
• Computer-based and e-learning training.
• Video training.
• Coaching and mentoring.
 GIVE 10 SAMPLES OF TRAINING AND GIVE THEIR
POSITIVE RESULTS TO THE ORGANIZATION.

1. Instructor-led training
• Instructor-led training is the traditional type of employee training that occurs in a classroom, with a teacher presenting
the material. This can be a highly effective method of employee training, especially for complex topics. Instructors can
answer specific employee questions or direct them to further resources. They also allow for highly-skilled instructors to
match the training level and style to the employees in the room.
• However, instructor-led training does have some drawbacks, including cost and time to implement. It can also be
unnecessary for concise topics. We discuss more about this in our post, “Instructor-Led Training Vs. eLearning.”.
2. eLearning
• eLearning, on the other hand, relies on online videos, tests, and courses to deliver employee training. Employees can do
their training right in the palm of their hand with a smartphone or on their company computers.
• It’s one of the easiest types of employee training to roll out to larger populations, especially for employees who are
remote or have high-turnover rates. With interactive games, tests, videos, activities, or even gamified components, it can
also go a long way towards keeping your employees engaged with the training.
• Of course, eLearning also has its own challenges. Without a solid instructional design strategy behind it, the graphics and
visuals that make eLearning fun can also make it gimmicky or quickly outdated. Keeping it up-to-date is also a necessary
best practice. We cover the major advantages, and disadvantages, of eLearning here.
3. Simulation employee training
• Simulation training is most often provided through a computer, augmented, or virtual reality device. Despite the initial
costs for producing that software or technology, however, simulation training can be a necessary option for employees
in riskier or high-stakes fields. You’ll often see simulation training for pilots or doctors, but it can be useful for other
employees too.
• This type of employee training is also highly-effective and reliable, allowing employees to progress consistently and at
their own pace.
4. Hands-on training
Hands-on training includes any experiential training that’s focused on the individual needs of the employee. It’s conducted directly on the job.
Hands-on training can help employees fit perfectly into their upcoming or current role, while enhancing their current skills.
A LinkedIn post notes:
“One advantage of hands-on training is that they are applicable immediately to the employees’ jobs. They are also effective for training when
it comes to new business equipment and procedures.”
This is a time-intensive method of employee training, however, that’s best used when there are enough resources available to support
employees during the program. Learn more about experiential learning here.
5. Coaching or mentoring
Coaching or mentoring can share similar qualities to hands-on training, but in this type of employee training, the focus is on the relationship
between an employee and a more experienced professional, such as their supervisor, a coach, or a veteran employee.
The one-on-one mentoring style creates a relationship between employees that carries far beyond training. It also allows the employee to
ask questions they may not feel comfortable asking in a classroom, instructor-led training. This training method can be done in person or
virtually, through online coaching sessions.
For all its benefits, mentoring is costly in terms of employee hours and should be used appropriately to reduce those associated costs.
Coaching—bringing in a trained professional—can sometimes provide a more time-efficient alternative, but without the relationship building
that’s so valuable in mentoring.
6. Lecture-style training
Important for getting big chunks of information to a large employee population, lecture-style training can be an invaluable resource for
communicating required information quickly.
However, use this type of employee training sparingly. HR.com writes:
“It has been said to be the least effective of all training methods. In many cases, lectures contain no form of interaction from the trainer to the
trainee and can be quite boring. Studies show that people only retain 20 percent of what they are taught in a lecture.”
7. Group discussions and activities
• For the right group of employees, group discussions and activities can provide the perfect training option. It allows multiple
employees to train at once, in an environment that better fits their current departments or groups. These discussions and activities
can be instructor-led or facilitated by online prompts that are later reviewed by a supervisor.
• This type of employee training is best used for challenges that require a collaborative approach to complex issues. Find ideas
for training activities here.
8. Role-playing
• Similar to group discussions, role-playing specifically asks employees to work through one aspect of their jobs in a controlled
scenario. They’ll be asked to consider different points-of-view and think on their feet as they work through the role-playing activity.
• Like other group activities, role-playing is highly effective but may be unnecessary for simple, straightforward topics. It also requires
more employee time, potentially taking time away from an entire department while they’re going through the training.
9. Management-specific activities
• Management-specific activities are just that—employee training that’s focused on the needs of managers. They may include
simulations, brainstorming activities, team-building exercises, role-playing, or focused eLearning on management best practices.
• While management training can include many different types of training, it’s important to consider the additional needs of your
managers separately from the rest of your employee population. This ensures they have the foundation they need to support the
rest of their staff.
10. Case studies or other required reading
• Finally, some employee training topics are readily accessible through required readings. Case studies, in particular, can provide a
quick way for employees to learn about real workplace issues. Employees can read through these at their own pace, or while
working in a team-building session with other employees.
• Case studies are a great option for focused topics, but more complex topics will likely require more advanced types of employee
training.
 EFFECTIVE EMPLOYEE DEVELOPMENT
• Understand the importance of effective employee development
• The benefits and value of training and development act like a domino effect;
leaders feel competent and can efficiently influence employee performance;
happy and skilled workers create job satisfaction, commitment and thus
retention; workforce improvement and engagement impacts the overall profit
There are many simple ways you can adapt these three concepts to suit your company’s needs and budgets. And so we
give you 10 effective employee development tips to keep your people happy and engaged and growing with and for the
business.

1. Training in the early days

The idea of a new employee "hitting the ground running" is a farce. You know what happens if you do that? You fall on your
face. - Michael Watkins.

Implement a training program for new hires. Introduce them to colleagues, the kitchen and the photocopier.

Set a short reading list of books on business and the industry and subscribe them to at least one industry publication. Make
these compulsory reading for all employees.

Illustration of hands holding a book, used in blog 10 ways to achieve effective employee development on a small business
budget

Encourage your employees to share feedback during informal meetings or chats with you and other colleagues to ensure
the readings are an effective learning opportunity. Try asking for three top tips from a book that you could implement in
your business or one thing you could improve about how you conduct sales calls from article y.

You should also arrange a short rotation or shadowing period to ensure new employees get a bird’s eye of your business
and how they fit into it. People feel more motivated when they see they bigger picture they are a part of.
2. Make a connection

You and your staff should have a clear understanding of your company’s mission. Hopefully you already have an established company culture that you can induct them into - but don't stop there.

Encourage your employees to make a mental and emotional connection with your business by asking them for ideas and opinions and taking action based on those suggestions. Get them
involved in the growth and evolution of the company.

Clearly communicate your expectations of initiative, leadership, effort and achievement and how these will be measured.

3. Career progress and appraisals

Appraisals are a necessary evil. Or rather, are necessary but don't have to be evil. They give you and your employees the opportunity to assess their contribution to the company and their own
professional development.

Image of person stood looking inquisitively at symbols, used in blog 10 ways to achieve effective employee development on a small business budget

Providing and learning from constructive criticism is a crucial element of a strong professional development plan. You can also use the review to address concerns or problems before they careen
out of control. Be sure to give employees warnings of appraisals so that they can prepare and come with questions and work examples they want to discuss.

Set well thought-out career and development objectives to help everyone work towards tangible and measurable goals. Remember:

Specific

Measurable

Achievable

Results-focused

Time-bound

Motivate your staff by encouraging them to develop their skills and talents instead of focusing exclusively on the responsibilities of their role. Support them in what they want and need and listen to
their reasoning.
4. Personalised employee development plans
Develop ‘customised solutions for individuals, while simultaneously providing scale and cost efficiencies across the organisation,’ says Don Jones, former Vice President,
Learning at Natixis Global Asset Management.

Don’t use a one-size-fits-all approach. It will be a waste of time and resources for both you and your employees. General frameworks and questions are good to get the
conversation going but to get the most out of your investment in individuals, you need to develop a collaborative, structured plan for each employee with clearly defined
objectives and targets. These should be based on their specific skills, strengths, career goals and opportunities within the business.

You also need to remember that your employees are just like you. They have too much work and not enough time so they will struggle to fit training and education into
packed schedules.

HBR recommends you make it easier by allowing employees to use ‘flexible learning solutions’ that can be accessed on mobile phones and tablets at their convenience.
Similarly, recognise that different people have different learning styles and may need help or support using technology for training purposes.

5. Staff meetings and discussions

Illustration of people in a board meeting looking at a graph, used in blog 10 ways to achieve effective employee development on a small business budget

Schedule regular company meetings both on and offsite. These can be an excellent learning opportunity for employees from all departments to come together and
brainstorm about finances, technology, products, industry developments and regulatory issues.

Everyone likes to be valued and appreciated. Encourage your employees to think critically about the business and actively engage with its growth by asking for opinions
and feedback.

Set homework and put it to work at the meetings. Be sure to come out with tangible actions for people to take and show how you’re going to use the research they came
prepared with.
6. Departmental rotations

Give your employees opportunities to discover new talents and interests. Don’t let them get bored or complacent. Rotate staff through company departments to challenge and stimulate
them.

This lets your eamployees understand how the various departments work and support each other making them better at their own role and potentially uncovering valuable objective insights
about the departments they enter.

It’s also an opportunity for them to identify or develop other skills and strengths they may have overlooked and will open up new avenues for growth.

7. Mentoring and networking

Illustration of a lightbulb acting as the centre of the solar system, used in blog 10 ways to achieve effective employee development on a small business budget

Provide opportunities for your staff to learn from the experiences of senior company managers, industry leaders or simply smart, wise individuals who have made a difference to society.

Create a directory of professionals willing to mentor younger or inexperienced staff.

Connect mentors and mentees based on roles, skills and interests. Better yet, develop initiative by encouraging employees to reach out to appropriate individuals themselves.

Send employees to conferences, trade fairs or other networking events to build confidence, communication skills and improve their understanding of the industry.
8. Virtual training

If someone needs it, there is almost certainly an online course for it. Or a talk. Or a training video.

You don’t need to spend a fortune on training your employees, developing their talents or teaching them new skills when there is a world of free advice online – just give employees a little time to explore them.

For example, there are:

MOOCs offered by accredited colleges and universities

Online training courses offered by Lynda.com and Skillshare

Motivational talks on Tedx

And Bill Gates summer reading list

All are excellent training and development resources.

9. Industry or trade organizations and government programs

As a member of a trade organization, you will be able to offer your employees access to seminars and workshops, mentoring and networking events and news on industry developments, best practices and
compliance.

Identify free training programs offered by trade organizations or government programs for small businesses and encourage employees to attend as many as they are interested in.

10. Stay and exit interviews

Stay interviews – where you ask employees why they are staying with you – are just as important as exit interviews. Use both to identify the strengths and weaknesses of your company and improve your effective
employee development programs.

Well-designed development programs improve employees’ knowledge base and technical skills; develop managerial and leadership abilities and maintain an overarching focus on interpersonal skills.

This might sound like a lot of work, and even when it's implemented it will take effort and commitment to keep effective employee development going. They payoffs though are happy, engaged employees who are
more productive and more effective. Well worth the effort when you look at it like that.
 ASSESSMENT
• Training
• Task/job rotations
• Coaching
• Mentoring
• Workshops/Committees/Working-Groups
• Simulations
• Conferences
• On-the-job development
• Self-study
• 360-degree performance review
• Career planning
 EFFECTIVE TIME MANAGEMENT
• Effective time management doesn't mean doing more things or doing them
more quickly. Effective time management means getting more of the
important work done in a day. In fact, effective time management is even
more important than efficient use of our time.
• Become more successful in your career. Time management is the key to success. It allows you to take control of
your life rather than following the flow of others. As you accomplish more each day, make more sound decisions,
and feel more in control, people notice. Leaders in your business will come to you when they need to get things
done. And that increased exposure helps put you in line for advancement opportunities.
• Learning opportunities are everywhere. Obviously, the more you learn, the more valuable you are to your
employer. And great learning opportunities are around you, if you’ve got time to stop and take advantage
them.When you work more efficiently, you have that time. You can help out with that new product launch your
development team’s been working on. Volunteer to help host your company’s open house. Even just enjoying a
nice lunch with teammates in other departments can prove eye-opening.The more you learn about your
company and your industry, the better your chances of making a positive impression on the C-suite.
• Reduce stress. When you don’t have control of your time, it’s easy to end up feeling rushed and overwhelmed.
And when that happens, it can be hard to figure out how long it’s going to take to complete a task. (Think of a
time when you were about to miss a deadline and were frantically trying to finish the project. If someone
dumped a surprise on your desk at that moment and asked you how long it would take to finish the surprise task,
how could you even begin to answer their question?)Once you learn how to manage your time, you no longer
subject yourself to that level of stress. Besides it being better for your health, you have a clearer picture of the
demands on your time. You’re better able to estimate how long a given task will take you to complete, and you
know you can meet the deadline.
• Free time is necessary. Everyone needs time to relax and unwind. Unfortunately, though, many of us don’t get
enough of it. Between jobs, family responsibilities, errands, and upkeep on the house and the yard, most of us
are hard-pressed to find even 10 minutes to sit and do nothing.Having good time management skills helps you
find that time. When you’re busy, you’re getting more done. You accumulate extra time throughout your day
that you can use later to relax, unwind, and prepare for a good night’s sleep.
• Self-discipline is valuable. When you practice good time management, you leave no room for procrastination.
The better you get at it, the more self-discipline you learn. This is a valuable skill that will begin to impact other
areas of your life where a lack of discipline has kept you from achieving a goal
 List of Tips for Effective Time Management

Set goals correctly

Set goals that are achievable and measurable. Use the SMART method when setting goals. In essence, make sure the goals you set
are Specific, Measurable, Attainable, Relevant, and Timely.

2. Prioritize wisely
Prioritize tasks based on importance and urgency. For example, look at your daily tasks and determine which are:
Important and urgent: Do these tasks right away.
Important but not urgent: Decide when to do these tasks.
Urgent but not important: Delegate these tasks if possible.
Not urgent and not important: Set these aside to do later.

3. Set a time limit to complete a task

Setting time constraints for completing tasks helps you be more focused and efficient. Making the small extra effort to decide on how much
time you need to allot for each task can also help you recognize potential problems before they arise. That way you can make plans for
dealing with them.
For example, assume you need to write up five reviews in time for a meeting. However, you realize that you’ll only be able to get four of them
done in the time remaining before the meeting. If you become aware of this fact well in advance, you may be able to easily delegate writing
up one of the reviews to someone else. However, if you hadn’t bothered to do a time check on your tasks beforehand, you might have ended
up not realizing your time problem until just an hour before the meeting. At that point, it might be considerably more difficult to find someone to
delegate one of the reviews to, and more difficult for them to fit the task into their day, too.
4. Take a break between tasks
When doing a lot of tasks without a break, it is harder to stay focused and motivated. Allow some
downtime between tasks to clear your head and refresh yourself. Consider grabbing a brief nap,
going for a short walk, or meditating.
5. Organize yourself
Utilize your calendar for more long-term time management. Write down the deadlines for projects, or
for tasks that are part of completing the overall project. Think about which days might be best to
dedicate to specific tasks. For example, you might need to plan a meeting to discuss cash flow on a
day when you know the company CFO is available.

6. Remove non-essential tasks/activities

It is important to remove excess activities or tasks. Determine what is significant and what deserves
your time. Removing non-essential tasks/activities frees up more of your time to be spent on genuinely
important things.

7. Plan ahead
Make sure you start every day with a clear idea of what you need to do – what needs to get done
THAT DAY. Consider making it a habit to, at the end of each workday, go ahead and write out your
“to-do” list for the next workday. That way you can hit the ground running the next morning.
 IMPLICATIONS OF POOR TIME
MANAGEMENT
. Poor workflow
The inability to plan ahead and stick to goals means poor efficiency. For example, if there are several
important tasks to complete, an effective plan would be to complete related tasks together or sequentially.
However, if you don’t plan ahead, you could end up having to jump back and forth, or backtrack, in doing
your work. That translates to reduced efficiency and lower productivity.

2. Wasted time
Poor time management results in wasted time. For example, by talking to friends on social media while
doing an assignment, you are distracting yourself and wasting time.

3. Loss of control
By not knowing what the next task is, you suffer from loss of control of your life. That can contribute to higher
stress levels and anxiety.
4. Poor quality of work
Poor time management typically makes the quality of your work suffer. For example, having to rush to complete tasks at the last
minute usually compromises quality.

5. Poor reputation
If clients or your employer cannot rely on you to complete tasks in a timely manner, their expectations and perceptions of you are
adversely affected. If a client cannot rely on you to get something done on time, they will likely take their business elsewhere.

Related Readings
Thank you for reading CFI’s guide to time management. CFI is a global provider of financial modeling courses and financial analyst
certification. To help you become a world-class financial analyst and advance your career, these additional free CFI resources will
be helpful:
Leadership Traits
Sense of Purpose at Work
Leading By Example
Personal Brand
 ASSESSMENT (ADVANTAGE)
• 1. Reduction of stress levels
• 2. Allows you to concentrate on the task
• 3. Reduce the hesitation
• 4. Gain confidence
• 5 A path to the goal
• 6. Test your productivity
• 7. Have an instinct for success
• 8. Time for relaxation and leisure activities
• 9. Financial strength
• 10. Become healthy
 ASSESSMENT (DISADVANTAGE)
• 1. Unclear targets
• 2. Bad management
• 3. I cannot say “no”:
• 4. Obstacles
• 5. Inactivity
• 6. One load of different jobs at a time
• 7. Fatigue and stress are part of life
• 8. No time to rest
• 9. Poor quality of work
• 10. Wasted time