HRD

PROGRAM
SUBMITTED BY-PINKY SINGHA
REG NO-14397066

ORGANIZATIONAL BACKGROUND

XYZ is a company that utilizes network

marketing as a means to both promote
and deliver a product .

BUSINESS MODEL

35% of the employees in the call center

are not meeting quarterly expectations
regarding effectively resolving
customer incidents/complaints.

PERTAINING TO

Product knowledge
Customer service
upselling

There has been a customer satisfaction

survey offered at the end of every call,
in order for customers to rate their
overall experience on how will the
representative handled the inquiry
during the call

1/3 of the customer service

representatives scored poorly on the
past call survey.The customers state
that the lack of product knowledge and
ill customer service is not only
evident,but also to blame.

PERFORMANCE GAP

The call center needs to meet a

minimum of an 90% rate of accuracy in
helping resolve any questions customer
might have.

NEED ASSESSMENT

Customer service representatives

havent received the proper training on
the products and overall customer
service experience.

ORGANIZATIONAL ANALYSIS

The overall business strategy of the

organization is to gain a competitive
edge in the network marketing industry
by providing doctor renowed products
and exceptional customer service.

TRAINING OBJECTIVES

By the end of the training course , the

customer service representatives will be
able to successfully demonstrate the
following 3 training objectives:
1)name the best selling product.
2)recommend at least one product.
3)recall and demonstrate the five
components of what constitutes as
excellent customer service.

OBJECTIVE 1

Name the best selling product and also

be able to provide correct product
information to customers and answer
any questions they might have over its
uses.

EVALUATION OF OBJECTIVE1

Following the first objective ,we will

have a quick match assessment; each
trainee will list the best selling product
on the top of the sheet and give a short
summary on why its XYZs best seller.
The rest of the sheet will contain four
different products on one side of the
paper.

The trainee must then draw a line from

the picture of the product of their
respective definations .

OBJECTIVE 2

Recommend at least one product that

compliments the order already chosen
by the consumer.

EVALUATION OF OBJECTIVE 2

After the second objective we will have

a multiple choice assessment,which
contains four questions.
For each question, the trainee is to
select one consumer
choice(complementary product) that
can be recommended to a customer as
a complete solution.

OBJECTIVE 3

Recall and demonstate the five

components of what constitutes as
excellent customer service.
Use positive tones with
customers,active listening
professionalism,courtesy,first call
resolution.

EVALUATION OF OBJECTIVE 3

Trailing our third objective will be a role

playing scenario.
Each trainee will receive a customer
scenario.
Trainees will then compose a paragraph
on how they would handle that specific
situation.
Afterwards, they would report to their
facilitor and discuss their,why behind
their what

CONCLUSION

By implementing this training program

we will not only improve the overall
customer experience between the
cunsumers & the service
representatives, but also have the
customer service reprensentatives
equipped with in depth knowledge on
the products & their uses.

THANK U