You are organizing a training program for the 10 customer service people at AutoHelp, a call centre that dispatches car mechanics across Ontario when their customers' cars have broken down, or if a new battery or tire is needed. Although these employees have an indepth knowledge of AutoHelp's services, they have not been rated well by customers when it comes to service. AutoHelp's CEO wants at least 9 out of 10 customers to feel that the service received was very good or excellent. Currently only 4 out of 5 customers rate the service received as very good or excellent. The CEO spent some time in the customer service department when calls were coming in, and she observed that many of the customer service representatives were not using any problem-solving skills, resulting in the causes of problems being mis-diagnozed. This often resulted in the mechanics arriving with the wrong parts, causing delays and frustration to the customer. It is very important that these skills are used so that the problem can be diagnosed correctly the first time around so that the right solution could be identified for the customer.

Another issue being faced is that there have been 1 or 2 employees who have have not been answering calls promptly, despite being asked to do so by their team leader.

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Questions:

Respond to ALL of the following questions. Answers must be in full sentences. Point-form may be used.

Identify one topic that the training should cover, using the four questions of needs analysis.

Write out the instructional objective for this topic, using the format covered in the course material.

For the employees who have not been answering calls promptly, (a) which approach to disciplinary action would you use and why? AND (b) briefly describe how you would use this approach with these employees.