CS Training Learning Plan v2
The purpose of this document is to show a customer service learning plan
Overview#
Purpose: The purpose of this document is to show a customer service learning plan
Scope: This procedure applies to all assigned Bragan Customer Service Representative.
Responsibility: It is the responsibility of all employees to ensure the process set out in this procedure is followed.
Objective: The objective of this procedure is:
To guide new employees in a proper learning Bragan customer service.
Customer Service Learning Plan
Bragan Company Values#
Systems make Sense We are open and honest in our Communication We act with integrity and purpose We are accountable for our actions We put our customers first We are critical thinkers We innovate and we learn We work as a team
Best Practices:
Start and finish of day work should be noted on Group Skype with greetings (Team PH Group). Team PH Work Flow should be posted on the Group before sign-off. An update on tasks for that day with a breakdown of how long each task has taken. A plan for what tasks you will be working on the next day - this needs to be concise - e.g not just say listings or courier claims for instance.
Every Monday morning, we want you to set a goal to achieve in the week ahead - this will be outside your normal tasks - it may be to finalize a specific set of SOPs, it may be to relook at a process and improve it, it may be to push to get 5 claims fully closed, etc. - this goal we will leave up to you initially - please also post this goal for the week to the group before 7 am GMT every Monday morning. All communications should be done through Skype Group - Not on user to user Skype. See Skype SOP here → bragan-net.systemhub.com net.systemhub.com/company/systemFolder/view/id/242669 Integrity is important. It means you are self-aware, accountable, responsible, and truthful and that your actions are internally consistent. Routinely DO Things Right First Time, Every Time. Ensure all information about the product or process is saved on your Trello Knowledge Bank.
Onboarding Package#
Website: www.bragan.net
- Truck Van and 4x4 make and model are categorized on our website. You will also see here the accessories we offer for certain makes and models.
Please see the file below for Accessories Guide - items we offer, what they are called, and which part of the vehicle you can find them.
For Truck Roof Model - you may also visit our competitor’s website for reference - → www.kelsa.co.uk
For vehicle additional information – you can do Google or Wikipedia.
Additional Product Information → https://bragan- net.systemhub.com/company/systemFolder/view/id/242790
Website link and tools you need →
Zendesk SOP → bragan-net.systemhub.com
Training Timetable#
1ST WEEK
Handle Tracking Queries email Handle Invoice request email Handle Fitting Guide Request email
Handle Item out of stock /Item not available
2nd Week
Handle Damaged Item email Handle Product Inquiry email Handle Missing Item Complain email Handle Wrong Item/Product Fitment Issue email
Note: There will be a written and verbal knowledge check at the end of each week.
Expectations#
We are going through a growth phase in the company. There aren’t as many resources at your fingertips so you’re expected to be resourceful and have initiative. You are also expected to contribute to the growth of the company, so any suggestions are most welcomed. We expect you to show a willingness to learn and show progress. Display a positive and respectful attitude. Work with honesty and integrity. Follow set policies and procedures when dealing with problems or issues. Be open to constructive feedback without being defensive or negative. Be flexible about job and task assignments. Be willing to help each other instead of displaying an "it's not my job" attitude.
How to Guide Materials#
Bragan SOP Materials are in the link below.
Important Notes#
Onboarding Process#
The onboarding process will be logged in a Trello Card in your Knowledge Bank. The card will be sent to your Trello. The onboarding process will contain all topics and tasks covered by the full 4-week Training.
Internal Notes Training#
Part of the Onboarding process is internal notes training. This is where you add your answers emails in the internal notes to be approved by your trainer before you can send it as a public reply. An additional Internal note is needed and must contain suggested macro or edited macro or a question to clarify possibly.
Notes#
This section is important so Adhoc points and issues can be logged. Also, Q&A can be logged for suggestions for potential issues encountered. Also, log important notes needed for this system. Additional Notes:
Make sure that procedure is followed, to better understand Bragan's customer service.
*links with yellow highlighter are not updated, May still need some updates/revision by the owner.
Potential Issues:
1 - ISSUE ENCOUNTERED: Stuck on Loading
RESOLUTION: Refresh Browser
2 - ISSUE ENCOUNTERED: Broken Links
RESOLUTION: Get the external link as this will allow other people to access the SOP without the need for login credentials and avoid broken links.