Training Checklist for Customer Relations

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					Customer Relations
    Checklist
                                          Onboarding Plan for Customer Relations
Supervisors:
 Use this document as a guide to onboarding new staff
 A job aid is provided for you for skill observations
 Review essential duties and responsibilities
 Have staff do self-assessment prior to signing off on skills
 Complete the Customer Relations 60 Day Proficiency Assessment to sign-off on skills when Onboarding is completed
                        New Staff Name                                                                 Position


                          Date of Hire                                                        Manager/Supervisor


                  Onboarding Begin Date                                                      Onboarding End Date



                     CUSTOMER RELATIONS ESSENTIAL DUTIES AND RESPONSIBILITIES
All customer and stakeholder contacts are marked by an atmosphere of engagement and motivation.
Ensure that all volunteers receive an engaging, positive and personalized sales phone response promoting BBBS programs.
 Effectively move the volunteer from the point of first contact to active enrollment.
 Determine the best way to get volunteer investment in the enrollment process.
 Identify and eliminate any barriers interfering with the initial enrollment process.
 Follow process through to next point of contact.
 Obtain preliminary contact information and schedule enrollment interview within prescribed time frame.
Send forms or program information as needed to volunteers, families or school administrators.
Collaborate with other service delivery staff to ensure smooth transition among functions.

Respond to all volunteer and parental calls regarding their enrolled status (or that of their children). Insure that all such inquiries receive
prompt and informative response.
Respond to all calls requesting general information; communicating basic information, flexibility and volunteer choice.

Persistently and accurately track and maintain recurring contact with potential volunteers and families who have not yet begun the
enrollment process.
Check references and conduct criminal and child abuse background checks for volunteers. Establish the legal identity of the volunteer
through original documentation. Immediately bring to the attention of Enrollment and Match Specialist any concerns surfacing during
reference checking that may influence the volunteer enrollment process.
Promote BBBS and present volunteer options to references.

Enter all inquiries and pertinent data into database, ensuring accuracy and timelines of information systems.
Note:
       New staff onboarding should be completed for primary job functions within 60 days of hire.
       New staff use the following codes for Self Assessment:
                                 1=Confident
                                 2=Need more practice
                                 3=Unsure
Customer               Subject Matter      Date                     Date(s) of   Date(s)             Signed off by      Self
Relations              Expert              Presented                Observations Observed            and/or online      Assessment
Knowledge /            (if different from                                                            training mastery
Skill                  manager/supervisor)                                                           score
Orientation to                                                      NA                 NA
Nationwide
vision, mission
and goals
Orientation to                                                      NA                 NA
the Nationwide
Strategic
Direction
Orientation to                                                      NA                 NA
agency: goals,
organization
structure, board,
fund
development,
recruitment-
includes
activities,
responsibilities
and timelines

Orientation to the                                                  NA                 NA
Job – Job
Description
Customer             Subject Matter      Date        Date(s) of   Date(s)    Signed off by      Self
Relations            Expert              Presented   Observations Observed   and/or online      Assessment
Knowledge /          (if different from                                      training mastery
Skill                manager/supervisor)                                     score
Work Schedule                                        NA          NA
HR policies of the                                   NA          NA
agency
Standards of                                         NA          NA
Practice –
specifically
standards 13 –
22.
Orientation to                                       NA          NA
the Service
Delivery Model
Orientation to                                       NA          NA
the School-
based Program
Read agency                                          NA          NA
Program Manual
/ Policies and
Procedures
related to
assigned job
functions
Online training -                                    NA          NA          X
SDM for
Customer
Relations
Performance                                          NA          NA
metrics /
objectives for the
position
Customer             Subject Matter      Date        Date(s) of   Date(s)    Signed off by      Self
Relations            Expert              Presented   Observations Observed   and/or online      Assessment
Knowledge /          (if different from                                      training mastery
Skill                manager/supervisor)                                     score
Review sources
of volunteers,
parents and
children
Overview of                                          NA          NA
phone
capabilities, on
hold messages,
etc./ Protocol for
answering the
phone,
transferring
callers
Protocol for                                         X           X
responding to
web inquiries
Overview of                                          X           X
program options
- community and
site based
Overview of                                          NA          NA
Program Models
(Hispanic,
African
American,
Native
American)
Orientation to                                       NA          NA
BNT
Customer           Subject Matter      Date        Date(s) of   Date(s)    Signed off by      Self
Relations          Expert              Presented   Observations Observed   and/or online      Assessment
Knowledge /        (if different from                                      training mastery
Skill              manager/supervisor)                                     score
The sales                                          X           X
process
Typical inquirer                                   NA          NA
motivations
Matching                                           NA          NA
opportunities to
inquirer needs

Cultivating                                        NA          NA
“Decide Laters”
Create a                                           NA          NA
cultivation plan
Conduct an                                         X           X
inquiry call
How to use the                                     X           X
data
management
system
Online AIM                                         NA          NA
training if AIM
agency
How to:                                            X           X
 track inquiry
    data
 schedule
    interviews
 track and
    contact
    interview
Customer            Subject Matter      Date        Date(s) of   Date(s)    Signed off by      Self
Relations           Expert              Presented   Observations Observed   and/or online      Assessment
Knowledge /         (if different from                                      training mastery
Skill               manager/supervisor)                                     score
    candidates 24
    hours in
    advance of
    interview
How to:                                             X           X
 contact
    references
 document
    contacts
 conduct a
    reference
    check
How to request                                      NA          NA
background
checks
Process for                                         NA          NA
reviewing metrics
and providing
feedback
Quality                                             NA          NA
documentation
in a match file
Outcome                                             NA          NA
Measures
Your role in risk                                   X           X
management
Creating your                                       NA          NA
development/
cross training
Customer      Subject Matter      Date        Date(s) of   Date(s)    Signed off by      Self
Relations     Expert              Presented   Observations Observed   and/or online      Assessment
Knowledge /   (if different from                                      training mastery
Skill         manager/supervisor)                                     score
plan

				
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