Question

The Progressive Case Study 3 The Green Organization has contracted with you to develop a training program for improving performance and effectiveness in their regional offices globally in the Real Estate Group. The Group accounts for over 10% of gross revenues to the organization, or around $500 Million. The organization is requesting a plan for how you will assess, analyze, synthesize, and evaluate progress in key performance objectives as to sales and customer service. The organization is expecting a minimum 15% increase in profitability as a result of increased performance. They leave the process and training approach up to you. You must train the offices and all necessary staff. Consider this: Prepare a training summary to be presented to the executive leadership of the Real Estate Group in a closed door meeting. Identify key performance objectives. Identify a plan that addresses assessment, analysis, synthesis, and evaluation. Identify the cultural challenges of the offices in the US, China, Japan, London and Germany (choose 3) Identify potential threats or challenges to the plan.

Answer 1

Learning Opportunity: Customer Handling skills training

Learning Objective: To train the employees to enhance their customer handling skills so that they are able to handle customers in a better way

Goal of Learning Opportunity: At the end of this learning opportunity, participants will have an insight about customer handling skills and tips and tricks to handle any kind of customer in any kind of situation

Learners: The participants will majorly be the employees who have customer interactions and have to handle clients

Content/Topics which will be covered in the training:

• Introduction of customer handling skills
• Types of customers
• Basic communication and etiquettes training
• Common business protocols while handling customers
• Decision making style and conflict management style

Methodology to be followed:

• Classroom discussions
• Hands on training
• Role Plays
• Outbound activities

Agenda for 2-day Customer Handling Skills training:

• Day 1:
  • First Part: Introduction of the customer handling skills
  • Second Part: Overview of the types of customers and their varying perspectives and interests from business
  • Third Part: Business Language Training and communication skills
  • Fourth Part: Workplace etiquettes and business protocol
• Day 2:
  • First Part: Negotiation style training
  • Second Part: Conflict Kind and conflict management
  • Third Part: Decision making techniques
  • Conclusion: Revision and conclusion