Question

Please answer 8-23 completely. Will rate!

Continuing Case Carter Cleaning Company The New Training Program The Carter Cleaning Centers currently have no formal orientation or training policies or procedures, and Jennifer believes this is one reason why the standards to which she and her father would like employees to adhere are generally not followed The Carters would prefer that certain practices and procedures be used in dealing with the customers at the front counters. For example, all customers should be greeted with what Jack refers to as a "big hello." Garments they drop off should immediately be inspected for any damage or unusual stains so these can be brought to the cus- tomer's attention, lest the customer later return to pick up the garment and erroneously blame the store. The garments are then supposed to Source: Copyright Dr. Gary Dessler.

Answer 1

Each category of positions will require a different combination of methods for training.
For Pressers and Cleaners/Spotters, the use of Vestibule Training would be the most beneficial for these positions because they are dealing with machinery that they need to become familiar with. In order to learn how to use the different machines, they must use them. Because of the danger associated with the use of this machinery, it is best to train off the job on practice garments.

Managers should first receive Off- the – job training :

-lectures: about the products used and equipments,

And then with:

-Management Games : to develop problem-solving skills, planning, leadership and cooperation.

-Behavior Modeling technique : to know how to deal with different situations. Behavioral Modeling, Lectures, Diversity and Team Training and Management Games would be the most practical ways to provide training for managers. Each of these types of training methods together offer manager’s the opportunity to develop skills in problem-solving, planning strategies and leadership as well as developing people skills, which is essential to being an effective manager.

Counter staff should be trained using the following techniques :

- lectures: to provide them with the knowledge about type of customers and how to deal with them appropriately .

-Job instruction training : to provide step-by-step, key points and basic tasks training and soft skills.

-Behavior Modeling technique : to provide the employees' with communication skills and knowledge to be able to deal with different types of customers.  

The use of Lectures can provide people functioning in the Counter position with knowledge about the different types of customers they can encounter and how they can attend to their varying needs appropriately. Another approach to assist with this could include the Behavioral Modeling training technique. This type of training gives them the opportunity to play out different scenarios and practice on how to effectively handle a variety of situations through appropriate communication.