Question

You are responsible for creating a customer service training program. What design features would you include to ensure that transfer of training occurred and how would you vary the program to meet the needs of baby boomers versus millenials? Explain your answer. Also, please discuss why it is important to use a curriculum road map and application assignment in designing this training program.

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Answer 1

Training program is quite critical to facilitate the understanding as well as skills and competencies of employees in a specific regard. For companies, efficient customer service is quite important to keep the customers happy. So, the customer service training plan must be developed in a comprehensive manner to facilitate the business of the company.

The given steps can be followed to develop and implement an effective training plan:

• Training needs assessment must be conducted to identify the specific pain points of the customers in the customer service interaction
• Training objectives of the employees must be decided upon
• Based on the understanding and comprehension level of the trainees, training material and content must be developed
• Implement and evaluate the training

To evaluate the training effectiveness of the customer service training program, Kirkpatrick’s training evaluation model can be used:

The training needs of a millennial will be quite different from that of a baby boomer. While baby boomers will require guidance about handling technology to facilitate customer service, millennials may require soft skills and perseverance training to handle the various issues of the customers. Hence the training content must be developed to cater to the varying needs of both the baby boomer as well as the millennials. This will enhance the training effectiveness to a great extent as the trainees will get the aspects which are critical for their job and performance and therefore, would offer full interest and participation in the training program.

Use of curriculum road map will help in keeping a track of the subject matter which needs to be covered in the training. The road map can also be used to make the trainees relate a new concept, to the previous concepts already taught in the training program. The curriculum road map will help in analyzing the learning and recalling rate of the trainees, thereby evaluating the effectiveness of the overall training program.

Application assignments will help the trainees in learning the real life applicability of the fundamentals being taught in the training program. The hands on exercises will be more easier to comprehend and would have more lasting impact, on the minds of the trainees.