Question

You are the HR consultant for Company ABC. Bob Simpson, their Director of Training, approached you and asked you to create a training plan for their Customer Service Representatives. As most of them are fresh out of high school/college, they lack clear communications skills, the ability to handle surprises, and persuasion skills when they interact with clients on the phone and in person.   

  

Your job is to create a training plan by incorporating what you learned in Chapter 1 – 4. Ensure you include the following in your plan:

• Training Objective

• Training Content

• Training Methods

Answer 1

This training program will be organized in collaboration with internal experts along with external experts and professional development institutions. The whole training will be highlight in the following headings:

A) Training Objectives:

1) To impart communication, persuasion and professional skills to young hires.

2) Enhancing the personality development aspects of new hires

3) To make trainees well versed with organizational policies and practices

4) To train them about accomplishing the business goals

5) To train the employees about How to handle the customers with soft skills, etiquettes and cultural influences

B) Training Contents:

It will delivered to trainees in the form of brochures, audio -video contents and module wise e- contents. Each instructors in class room settings will offer their personalized contents. A list of do's and don't will be prepared and must be displayed to customer service desks. It will be specifically given to new recruits.

C) Training Methods:

Both On the Job and Off the Job methods will be utilized. To handle customers queries, senior people will directly guide and assist new hires so that their way of communication and quality of customer services can be improved. Computer assisted training interventions will be useful one. It will be utilized to increase the recall capacity of the trainee.