Andrew Parks is given the task of staffing the new Customer Service Unit. This unit was created in response to a newly installed online customer information system. The customer service representatives (CSRs) in the unit are expected to handle customer phone calls, answer the full range of questions they might have, including information about their account and modify the files so that they are up-to-date and correct.

Unfortunately, the planning for the new unit was not done well. The system was purchased and installed before the actual operations people were brought in. Andrew had only one week to complete his assignment. He was fortunate to have recruited enough people to get the operation going, but after three weeks, he is now concerned about how the reps are answering the phones.

He has noticed that the reps make a variety of mistakes in phone etiquette, such as neglecting to put customers on hold while they search for information. When asking questions, they do not explain the reason for the inquiry; they do not verify information; and are reacting defensively when they don't know the answers. These are the major, but not the only things they do wrong.

He knows they need training but there is no available training program to which he can send his personnel. Therefore, he realizes that he must provide training and coaching to the reps while they are on the job.

There are two fundamental steps that Andrew will follow in preparing the training plan: defining desired standards of CSR performance and creating learning experiences to train the CSRs to those standards.

Parameters:

The training will be done at the worksite; the training may occur during regular service hours; the training will need to use the existing system; and, due to practical constraints, the training will probably not be conducted with everyone together at the same time. Considering these parameters, it is important to work out the plan so that the training program can be grafted onto the existing production process.

Performance Standards.

The CSR should:

• Efficiently access all customer information using the customer information system
• Accurately interpret the customer information system to report customer information
• Enter information into the system correctly
  • Follow established phone procedures and etiquette
  • Deal constructively with any conflict or dispute.

Creating Learning Experiences

There would be two major training subsets: how to use the customer information system and how to use the phone to communicate with customers.

Required: 

Use the information above to do report from Andrew to his manager, outlining his training plan. It should include the following:

 

1. The objective of the training/ SMART goals.
2. Type of training - online or offline.
3. KPIs and other measurable.
4. Training timelines (start and end dates).
5. Training method.
6. Training material.
7. The segment of employees who will attend the training.
8. The list of digital tools employees need to use.