Designing a Training Program
In today’s world of business characterized by stiff market competition, organizations must strive to develop various ways that will enable them attain sustainable competitive advantage. Most importantly, businesses should work towards improving their resources and capabilities for optimal performance and productivity. Human capital is one of the most important resources that a firm should aim at improving on a continuous basis through training and education. Through proper programs, an organization can build unique capabilities that will enable it to achieve sustainable competitive advantage (Hill, Jones, & Schilling, 2015). Such a program is designed.
Description of the Organization
The organization is small tourism firm. It offers tour and travel services. It has a fleet of off road vehicles that it uses to take tourists around various places such as game parks, forests, and nature reserves. In addition, the organization provides hotel and accommodation services to its customers.
Identification of Gap in Skill and Knowledge that the Program Will Fill
A recent performance evaluation conducted on its employees revealed that there is deficiency in customer service. These findings are in line with an analysis of customer feedback. It has been established that about 38.5% of clients cite poor customer service as the main weakness with the organization. In particular, they highlight poor communication, delays in service delivery, feedback taking excessively long, and inability to handle complaints effectively. Therefore, the current training program seeks to fill this gap.
Learners
The learners will include people who deal directly with customers. They include waiters, housekeepers, salespeople, hotel managers, supervisors, cashiers, and receptionists. Tour guides and drivers who take customers around will also be included in the program.
Goal of the Program
The training program seeks to provide workers with customer service skills in order to enhance client experience and satisfaction. In doing so, the program will help the organization increase customer loyalty. This way, the business will achieve sustainable competitive advantage.
Objectives
1. The program will enable the firm to improve customer satisfaction and hence loyalty by at least 35% within 18 months.
2. The program will help the business to grow its market share from the current 21.4% to 32% within 24 months.
3. Upon successful implementation of the program, the business will grow its revenues by 40% within 24 months.
4. The organization will grow its profits from USD340 million to USD 430 million within 36 months.
5. Successful completion of the program will enable the firm to receive at least two industry awards on the best customer service by the year 2020.
Instructional Strategy
The trainer will use the cognitive behavioral therapy (CBT) mode of instruction. It will involve working directly with trainees to enable them get the required skills. Trainees will learn and practice various techniques through direct engagement with the trainer and other learners.
Ways in Which Learners Will Participate
The trainer will engage learners using random questions. They will also participate in role-play and discussion activities to practice theoretical concepts. Further, they will be required to pose questions to the trainer, which the latter will answer or subject to open discussion.
Determining Whether Learners Have Mastered the Content
The trainer will use random assessment tests (RATS). Quizzes will also help to establish whether learners understand the concepts. Further, continuous assessment tests (CATS) will be used at the end of the topic.
Navigation Map/Outline
Title Effective communication Handling customer complaints Timely service delivery
Goals/Objectives Enable customer service employee engage clients in a meaningful manner Provide employees with skills to address customer complaints effectively and comprehensively Give workers skills to deliver customer services on time
Length 15 hours 15 hours 15 hours
Content • Active listening
• Giving feedback
• Verbal and non-verbal communication
• Cross-cultural communication
• Client engagement • Conflict resolution
• Negotiation
• Customer engagement • Time management
• Task scheduling
• Plan development
Learning Activities Reading materials, presentation, group discussion, question/answer Reading materials, presentation, group discussion, question/answer Reading materials, presentation, group discussion, question/answer
Assessment Quizzes, RATs, and CATs Quizzes, RATs, and CATs Quizzes, RATs, and CATs
Resources in the Design Phase
I will require the human resource manager (HRM) of the organization when designing the program. Microsoft (MS) project will be essential in developing the plan and work breakdown structure (WBS). I also need a computer to develop the plan.
Resources in the Development Phase
I will need the HRM in developing and creating the program. MS PowerPoint will be useful in creating the presentations. I also need a computer.
Resources in the Delivery Phase
I will need the assistance of the HRM and caterers in delivering and maintaining the program. MS PowerPoint will be useful in presenting the material. I also need a laptop and projector for the delivery of content.
Project Management
Activity Start Date End Date Comments
Preparing lecturer notes 12 Nov. 2018 15 Nov. 2018 Reading and preparing training material
Making PowerPoint presentation 16 Nov. 2018 20 Nov. 2018 Making presentations from training material
Developing RATS and CATs 21 Nov. 2018 23 Nov. 2018 Making assessments to use
Training- conducting presentations and assessments 26 Nov. 2018 6 Dec. 2018 This will take two week, five days a week, and six hours a day
Preparation of certificates 26 Nov. 2018 1 Dec. 2018 Certificates of attendance
Closure of training 7 Dec. 2018 7 Dec. 2018 This will include closing remarks from learners, HRM, and trainer alongside award of certificates.
Roles and Responsibilities
The HRM will inform areas to cover. The team member will also inform when and where the training will take place as well as people to include. Further, the HRM will organize for transport, lunch, and refreshments for trainees if necessary. The team member will also help in awarding certificates and evaluating the overall performance of the training program. Caterers will provide learners with food and refreshments.
Budget
Description of Item Cost
Printing of training/reading material $500
design and printing out of certificates $1,000
Food and refreshments for participants $1,300
Transport for trainees $1,200
Total $4,000
Deliverables
During the training period, trainees will be given reading materials. They will also be given CATS, RATs, and performance reports indicating their scores on these assessments. At the end of the training, the trainer and HRM will give each participant a certificate of attendance.
Conclusion
The training program seeks to provide employees of the tourism firm with customer service skills. Successful completion of the program will enable the firm to deliver high quality customer service. As a result, its financial performance will improve.
References
Hill, C. W. L., Jones, G. R., & Schilling, M. A. (2015). Strategic management: Theory (11th ed.). Stamford, CT: Cengage Learning