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Case 1

Aaron likes supervising the Frontline Service Unit. This unit is responsible for updating customer accounts and files as well as for providing information to customers and other employees. Typically, the customer representatives in the unit he supervises answer questions about the services offered, provide information about the customer’s account and modify the files so that they are up-to-date and correct. This unit was formed only recently, to handle the increasing volume of direct customer calls more efficiently by using the newly installed on-line customer information system.

Unfortunately, the planning for the new unit was not done well. The on-line computer system was purchased and installed before the actual operations people were brought in. As a result, Aaron was given the responsibility for getting the unit up and running within one week. He had to make some quick personnel selections and take care of a lot of administrative details within a short period of time.

Now, three weeks after receiving the assignment, Aaron feels quite a sense of accomplishment. He has been lucky that things have worked as well as they have. In fact, the only thing Aaron is concerned with now is how his reps handle customers over the phone.

Aaron knows that good telephone etiquette is essential to the successful accomplishment of his unit’s mission, yet his reps use many different styles in answering the phone and do not follow basic rules set by the unit. For example, the reps commonly neglect to put customers on hold while they search for information. When asking questions, they do not explain the reason for inquiry; they do not verify information; and, at times, they may react defensively when they don’t know the answers. These are the major – but not the only things they do wrong.

Aaron knows that he must train them in the techniques of proper phone etiquette. There is no available training program to which he can send his personnel. Therefore, he must provide the training and coaching to the reps while they are on the job.

As part of his responsibility, Aaron needs to think of a training program to train his reps in his unit.

Based on the understanding of the case, write a report in which you need to include the followings:

A.    Explain the problem faced by Aaron’s unit (Introduction part).

B.     Prepare a training plan for Aaron. The training plan should be using an appropriate training model learned in the module and also each step/phase/stage should be clearly explained and recommendations should base on the problems identified in the case.

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