Training delivery and strategies
The Binz customer service department is faced with the inadequate number of employees to handle the customers’ calls. Most of the customer service employees are not well trained on the product and services of the company. The training should be designed in such a way that it will not disrupt the organization’s activities by meeting the customer services at a flexible time rate. However, this requires strong cooperation between Binz customer service department and the consultants. The cooperation will ensure the training run smoothly to meet its intended purpose.
Goals and Learning objectives
The training plan is meant to assist the small number of customer service department to handle calls appropriately regardless of the work load. The training plan should be adapt in order for Binz to meet its goals and objectives. The training should enable the customer service to know more about the Rackable bins. In other words to enable them handle all the customer service demands or requirements. In addition, the employees of this department should be made aware to sensitize the customers on other available information to solve their problems without calling the customer service. Though this training may only target the customer service department, however, it should give valid information that can be utilized by the employees of Binz Inc. The information pertaining to the production of that line that is not appreciated by the employees should be provided to the whole institution.
Audience and the number of participants
The training is specifically meant for the customer service department. The participants are 8 including the two managers of the organization. However, the organization may invite some new employees in the other departments to acquire new skills concerning production at Binz Inc. in addition the sales representatives may also be invited to attend this training.
Length of the training
The training will be in two sessions of two hours each. The first session will be useful in induction the new employees to the customer service who depended on the manager of the department. The facilitators use this opportunity to identify the participant’s expectations. It is during this time again that rules to guide the remaining sessions are formulated. The second session will be useful in making the employees become relevant with organization’s products. This is the actual stage where the facilitators will deliver the right content to the trainees to enhance their customer service interaction skills.
Prerequisites (including any materials to be distributed before training)
The needs assessment give the facilitators an opportunity to prepare adequate content to deliver to the audience. Inadequate number of employees is considered as a prerequisite to the training. The existence of a website with information may be reproduced for this training. More adequate materials on customer services are reproduced and distributed during the training to provide the participants with relevant information. The challenge of having workers not willing to work under the Stakable bins line of production could form the basis of this study. In addition, the sales representative unwillingness should be discussed during this training.
The location for the training should be in the production plant to make the participants equipped adequately with practical skills. The training room arrangement should be on a round table to enhance the instructor interaction with the participants. Nevertheless, the room should be conducive for the participants to remain active during the training and ensures that they access the internet sources.
Preliminary Lesson plan
The preliminary lesson plan should give an overview of what the customer service department will be trained on.
