For any training that is beyond just shared information, the trainer will need to plan an activity that permits learners to do something active: these may include discuss, ask questions, do an exercise, skill practice, role-play. Every activity should be linked to the learning goal – try to evade activities if you cannot clearly comprehend how they help individuals learn something vital. The employees have to be trained proper communication processes. This is very vital in that the employees can use the processes of the communication to pass the messages to and from the customers. The employees also have to be trained on the culture of Disney. This enables the employees to comprehend how the work pertaining the help of the employees. Additionally, the comprehension of the culture is necessary for the improvement of the confidence of the employees.
The other vital factor that the employees should be trained about is how to get the feedback from the customers. This gives the employees a way to react to the feelings of the customers. Test your design template with a group that is willing to see if their learning aims, sequencing, timing, materials and conveyance make sense. Make it possible for individuals to give you a response in an open environment. The trainer should consider how they would know learning training has occurred. Will the trainees have to exhibit a skill, or report an attitudinal transformation? Alternatively, will the trainees have to complete the quiz? The trainer should consider their method of appraisal and how comprehensive or formal it has to be.
The most vital aspect of the training is to ensure that the trainees comprehend the great customer service experience and satisfaction. The analytic skills would include the process of asking the trainees what they have learnt concerning the customer service satisfaction. The trainee is thought to be able to provide at least an insight of the processes of providing a good customer experience and respect. According to Capodagli and Jackson (1999, p. 34). The trainee should comprehend that the culture of Disney demands that the customer is always correct and that the choices that the customers make are the best. Additionally, the trainee should be able to depict good communication expertise, as most of the customers are sometimes difficult to handle. The trainees should also give an insight on how to deal with unexpected situations with minimal supervision. Ulrich (1998, p. 56) notes that this may include the answering of the calls after just one ring depicting urgency. The most significant is the routine in which to analyze the customer emotions to determine if they have a good time.
Bibliography
CAPODAGLI, B., & JACKSON, L. (1999). The Disney way harnessing the management secrets of Disney in your company. New York, McGraw Hill. http://site.ebrary.com/id/5001779.
ULRICH, D. (1998). Delivering results: a new mandate for human resource professionals. Boston, Harvard Business School Press.
TOCQUIGNY, R., & BUTCHER, A. (2012). When core values are strategic: how the basic values of Procter & Gamble transformed leadership at Fortune 500 companies. Upper Saddle River, N.J., FT Press.
