Title
Customer Service Essentials Training
History
At the June 20, 2022 Village Board meeting, the Village Board approved the Orland Park Leadership Development Program (OPLDP). The OPLDP is an acknowledgement that the continuous evolution and success of any organization is linked to the continuous growth and evolution of its leadership. Along with the approval of the OPLDP, the Village Board approved the incorporation of training resources. The following customer service training resource will serve as base level training and assist in the formulation of a customer service policy.
Bonfire Training’s Customer Service Essentials (CSE) workshop is the company’s foundational customer service training program with time-tested, relevant and applicable content for internal and external customer interactions. This CSE training program is designed to increase the confidence of staff so that they can consistently deliver an exceptional customer experience whether that is face-to-face, over the phone or via email. This workshop reflects proven, reproducible communication techniques that will empower staff to make every interaction a productive and successful one. With these proven communication skills, staff will learn to transform customers into loyal and enthusiastic advocates for the Village.
By using real-life examples and unique customer interactions, staff will learn how to apply these techniques to any situation. By integrating them quickly and easily into their daily routine, they will see immediate results customers will notice and appreciate.
With Customer Service Essentials, staff will know how to transform every interaction into a positive customer service experience. They will learn to talk to customers in a relatable, authentic and professional way. The end result is a consistent, top level service model that creates a spark throughout the Village’s culture.
Train-the-Trainer Certification
The CSE training program content includes eighteen modules representing customer service standards. The modules are designed with each topic’s learning outcomes in mind and are activity-based, encourage engagement, and provide onsite and live remote delivery tips. Twenty-five staff will complete a two-day extensive train-the-trainer certification from all departments. The first day will include participating in a full-day Customer Service Essentials workshop that will focus on all topics and techniques included in the Customer Service Essentials program. The second day will be a full-day Train-the-Trainer workshop. Trainers will be customer service champions and part of the onboarding process. They will also provide customer service training to other staff within the Village.
The objectives of the Train-the-Trainer Certification include:
•Ensure understanding of the customized Customer Service Essentials techniques and content so there is consistency with delivery and brand as well as experience
•Discuss how to present the material and engage the audience
•Practice “stand-up” training and receive immediate feedback
•Learn to use training materials and job-aids and how to order for future classes
Culture Club Membership
The Village of Orland Park will also automatically be enrolled in Bonfire’s Culture Club for a one-year free membership. All of the licensed Customer Service Essentials modules and supporting documentation will be housed in the Village of Orland Park’s own Project Portal as part of the Culture Club program. Membership in Bonfire’s Culture Club includes:
• New activities for concepts
• One new individual Customer Service Essentials technique module (i.e., abusive caller, how you are wired, etc.)
• Opportunities for interaction/discussion with trainers
• Other training support, tools and tips
Financial Impact
Funding for the Bonfire Customer Service Essentials training in the amount of $25,242.94 will be part of a budget amendment and available in account 1001000.429100.
Recommended Action/Motion
I move to approve the proposal with Bonfire Training for Customer Service Essentials training for a total amount not to exceed $25,242.94;
AND
Authorize the Village Manager to execute all related contracts, subject to Village Attorney review.