Final+Solution

  Solutions for Bill Frankenberger's Training Package

Dear Mr Frankenberger Thank you for choosing us to assist you with providing world class and innovative training solutions for your company. Following discussions with yourself, your senior management and some of your complaints handling staff we have put together the following proposal. Please consider what we have proposed and we can then meet to discuss this in further detail. As you are aware we can facilitate this meeting either in person or via a video link, or a combination of both. We have developed our proposal based on what the best in the business do. This is what we think works in complaints handling: · You see training as a critical investment - not an expense · You train and empower front-line employees to resolve most complaints during the first contact · You consider complaints and customer feedback as opportunities to improve and increase customer satisfaction · You focus on improving quality · You have dynamic planning processes · You have a strategic communication plan for the organisation and your staff know about it   · You recruit and hire the best for customer service · You recognise and reward success

The training package we are proposing will assist you and the other staff in your company to meet these best practice standards. We aim to deliver this training in a variety of ways, over a 12 month period. What we know is that your staff are likely to have different backgrounds, be different ages and respond to different types of communications. Delivering our training in a variety of ways will assist your staff to get the most out of it. The mediums we have included are: ü Written material ü A secure Blackboard site to enable on line chat, sharing experiences, uploading of regularly updated information and tips and video examples of good practice ü <span style="font-family: 'Times New Roman','serif'; font-size: 12pt;">Face to face training ü <span style="font-family: 'Times New Roman','serif'; font-size: 12pt;">Video examples <span style="font-family: 'Times New Roman','serif'; font-size: 12pt; line-height: 115%; margin: 0cm 0cm 10pt;">As with any training, it is important to enable staff to reflect on their learning after leaving the formal training sessions. When they return to deal with real life customers they may well encounter situations where they use their training but feel they could have done better. They may find themselves in situations where they feel they did not deal well with the customer. There may also be situations where managers feel that specific skills are lacking in a staff member and would like them to access training specifically for this skill area. <span style="font-family: 'Times New Roman','serif'; font-size: 12pt; line-height: 115%; margin: 0cm 0cm 10pt;">We will provide you with a 12 month follow up program that your staff can access online. This will include components to enable them to dip in and out of the training package as required and address specific skills areas. The discussion forum, which will be secure and only open to employees specified by yourself, will enable employees from all over the country to discuss and reflect on their work and swap good ideas from stores that are doing well. The following table details our proposal for you.

<span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">This training will include intense practice sessions, role plays, evidence based reading to assist in understanding the background of the model || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">Face to Face <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">With use of videos and demonstrations of the other technological mediums which will be used post training || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">2 days || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">This will be to discuss how they are putting the model into practice, share good experiences and pose difficulties that others may be able to assist with || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">Blackboard site ||
 * || **<span style="font-family: 'Times New Roman','serif'; font-size: 10pt;">Training Component ** || **<span style="font-family: 'Times New Roman','serif'; font-size: 10pt;">Type of Media Used ** || **<span style="font-family: 'Times New Roman','serif'; font-size: 10pt;">Timing ** ||
 * <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">1.1 || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">Customer Interaction analytics || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">Face to Face Meetings and surveys || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">Completed ||
 * <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">1.2 || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">Staff complete a description of an example of their own experience in dealing with complaining customers and consider what they did well and what do not go so well || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">A written description submitted via blackboard in a secure environment || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">Completed 1 month prior to face to face meeting ||
 * <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">1.3 || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">View Video clip scenarios of complaints || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">Video hosted in blackboard package set up for sales group || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">Online in the 2 weeks prior to face-to-face session ||
 * <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">1.4 || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">Join Discussion forum for suitable responses || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">On blackboard package || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">Online in 2 weeks prior to face-to-face session ||
 * <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">2.0 || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">Face to Face training over 2 days in large group, with smaller groups established to have discussions
 * <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">3.1 || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">Training evaluation || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">Completed online and submitted confidentially || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">In week post face to face training ||
 * <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">3.2 || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">Create Guide: Top10 Responses to complaints || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">PDF sent to all staff with a poster resource distributed to offices || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">After face-to-face discussion ||
 * <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">3.3 || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">Create Voki of salesperson || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">An avatar with sound file will be created for staff during their face to face session( can be humourous but using one of the top responses) and they will use this to complete online exercises on a regular basis to practice their skills || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">In Face-to-face group and uploading to Blackboard site ||
 * <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">3.4 || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">Ongoing support for sales group || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">Regular online discussions in the small groups created at face to face training, moderated by our staff twice weekly
 * <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">3.5 || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">All materials available to be viewed online || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">Available any time via blackboard. This includes readings, training quizzes, and video demonstrations || <span style="font-family: 'Times New Roman','serif'; font-size: 10pt; line-height: normal; margin: 0cm 0cm 0pt;">Blackboard site, with written material able to be printed ||

<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; line-height: 115%; margin: 0cm 0cm 10pt;">Thank you for this opportunity to work with you and we look forward to working with you.