Preparation Guide for Day 5 Presentations

The SERVE Model

Five Steps to SERVE:

• [S] elect a service
• [E] ducate and inform
• [R] espond to need
• [V] alue significance and reflect
• [E] valuate and celebrate

In a team of two to three, you will need to select a company. You and your group members will play the part of a design team to train new front-line customer service representatives (CSRs).

Following the SERVE model noted above, the new CSRs must be able to:

1. Present all of the services and products to the customers
2. Educate and inform the customers
3. Respond to the customers needs
4. Determine significant events and reflect on any changes, improvements, or innovations suggested
5. Evaluate the results of the customer interaction and celebrate the successes

Your instructor may brainstorm potential companies to choose from. Each groups company must also be different from that of other groups. You may wish to partner with students with diverse work experiences to create a balanced group and different ideas.

You will present your findings to the class on the next class day. The presentation should include a PowerPoint slide show, and all group members should participate. Grading will be on timing, content, the PowerPoint, and delivery (see mark sheet). The presentation should be between 10 to 15 minutes.

Following each presentation, you are encouraged to ask questions to the presenting group, and expect your instructor to ask questions as well.

Factors you may consider (if they are relevant to your company) include the following:

• Age groups
• Cultural issues
• Language issues
• Location and geography (eg. will people need a vehicle to use your services)
• E-commerce and internet presence
• Call center and telephone orders
• Market size (local, regional, or international)
• Gender issues
• Pricing issues
• Guarantees and refunds
• Reliable suppliers and shippers

As well, consider other factors that are not on this list. Use your imagination.

Remember that you are designing a training program for customer service representatives, so the factors noted above are guidelines. What would a customer service representative need to be able to do? Some of the factors noted above may be relevant to a particular company. What would be relevant to your company?