Student’s Name
Institutional Affiliation
Business Street Runners
Customer care is important in any business that hopes to achieve its goals. Beau Street Runners, Ltd (BSR) risks losing many clients if appropriate measures are not taken to retain them. The company operates in four major cities and it’s headquarter is at Beau Street. It deals in various products such as bicycles, cab, armored trucks and cabs among many others. The company therefore requires immediate measures such as training of employees on good customer care.
As a person recruited to build low-tech training solutions for the company, the most important part in my design will be based on the cognitive issues and memory /attention factors. The training is important as it will help employees to develop positive attitude towards customers. They will learn new skills and knowledge on the best approaches of dealing with the clients to enable them remain loyal to the organization.
In my design, the key cognitive/ memory attention that will be considered include determining the level of skills and knowledge the employees have, the kind of the customers that the associate supplies their products: are they literate of illiterate, the academic qualification, and the level of experience of employees among many other factors. These factors must be factored in the design to help me in positioning my training. Having prior knowledge about these issues is important in designing apropritae strategies that will help in transforming the way they handle their clients. The company has various problems that relates to the way customers are handled. Many customers’ complains include: the couriers are uncooperative and curt, delivery delay of customers’ packages, some bicycle couriers looked scary and weird, and were often confused to be terrorist. Furthermore, many drivers of vans and armored trucks raised suspicion to customers’ in the way they shifted their eyes. These problems may make many customers change their service providers. These employees will therefore be trained on the mode of dressing, relationship building and etiquette.
In ensuring that this training is successful, various learning theories will be relied upon. One of the theories is cognitive, which centers on internal mental process. The training will aim to transform the perception and the mental ability of employees (Clarke, 2008). This will focus on building intelligence of employees on how to behave. Most of the bicyclists take their job as full-time, and are happy about it because it is their source of livelihood. Because of this, they will be able to change their behaviors through training since they will fear the risk of losing their jobs if they fail to change their attitudes. Most of the bicyclists employ technology in their management of packages. Therefore, the training will factor in technology and the best ways to apply it in doing business. This will also motivate them and capture their cognitive hence will have to participate in the training.
Transformative learning theory will also be used in effective change in the minds of employees. They are mostly young and may not be rigid to adapting to changes. Therefore, the design will aim at transforming them from their current behavior to more formal and conventional acceptable behavior (Pritchard, 2005). Customers’ complains on the physical appearance of employees should be corrected immediately. Hence, employees will be trained on how to present themselves before their customers. The first impression is very important as it creates the image of the organization. People perceive others on their first meeting. Therefore, the training will work on this to enable employees better their image towards their customers by changing their mode of dressing, styles of talking to clients and on the need to ensure timely delivery of products to increase the level of trust among customers.
In conclusion, the image of the company is crucial in ensuring increased sales. Employees’ training is equally important in an organization because it is through such training that the company strategies are revisited. Therefore, BSR initiative to carrying out training will boost its customer care services hence impact positively on its sales and profitability.
References
Clarke, R. C. (2008). Building Expertise: Cognitive Methods for Training and Performance Improvement (3rd ed.). San Francisco, CA: Pfeiffer.
Pritchard, A. (2005). Ways of Learning: Learning Theories and Learning Styles in the Classroom. Abingdon, David Fulton Publishers.
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