Case Study on Training Plan By Jim Mullens

Presented by
The Self Motivators
(Vishal Kashyap – 19MBS1016)
(Khushbu Ghai – 19MBS1002)
(Divya Kharwal – 19MBS1035)
(Jyotsana Vashishta – 19MBS1039)
Learning, Training & Development means?
• Learning is the knowledge or skills acquired through study, experience
or being taught.
• Training is action of teaching a person a particular skill or type of
behavior
• Development is a specified state of growth & advancement.
Comparison
BASIS FOR COMPARISON TRAINING
Meaning Training is a learning process in
which employees get an
opportunity to develop skill,
competency and knowledge as
per the job requirement.
DEVELOPMENT
Development is an educational
process which is concerned with
the overall growth of the
employees.

Term Short Term Long Term

Focus on Present Future
Orientation Job oriented Career oriented
Motivation Trainer Self
Objective To improve the work To prepare employees for future
performances of the employees. challenges.

Number of Individuals Many Only one

Aim Specific job related Conceptual and general
knowledge
Introduction
• Jim Mullens is given task of staffing the new Customer Service Unit in
response to newly installed online customer information system and
these CSR’s have to handle a customer phone calls and answer any of
the full range of questions they might have.
• Due to lack of training & certain skills, the CSR’s are lacking in one or the
other field of their works.
• There is a need of training regarding specific skills, etiquette, behavior
and tasks.
Training Plan For Jim Mullens
• After collecting all the information about all the issues leading to conflicts, etiquettes,
problems in handling the new online CIS & basic skills required.
• Jim should follow the plan as below in a systematic order:
1. Creating a set of performance standards for CSR’s.
2. Analysis of job & CSR’s.
3. Training for New Online CIS and Phone for communicating with the customers.
4. Issues in handling difficult customer calls and giving them necessary training.
5. Jim must take care of that plan must be implemented in systematic and effective
way.
Creating a set of performance standards for CSR’s
• Efficiently access all customer information using CIS.
• Accurately Interpret the CIS to report customer information.
• Enter information into system correctly.
• Follow stablished phone procedures and etiquette.
• Deal constructively with any conflicts or dispute.

CSRs must be able to use CIS and how to feed informations in system &
all the necessary details required for handling the customers on phones
and providing necessary information customer required.
Analysis of job & CSR’s
• Detailed job analysis must be done.
• Taking meetings and approaching the CSR’s for defining their jobs &
evaluating their skills and evaluating what they lacks & what they need
to learn.
Training for New Online CIS and Phone for communicating
with the customers
• Training for using the system taking into concern certain parameters:
1. Creating a series of exercises using existing or dummy customer files and giving
some type of video demonstration either skill based or behavior based.
2. By providing set of assignments on either each day or on rotating schedule basis.
3. Jim must keep a eye on all assignments and observing the trainee for further
evaluation and taking corrective measures.

• Training for using the phones taking in concern certain parameters:

1. Training regarding standards of using the phones and etiquette for handling the
customers.
2. Training of communication skills if required.
3. Training regarding issues CSR’s get in handling the customers and providing basic
skills for tackling the situation.
Issues in handling difficult customer calls and giving them
necessary training
• Sometime such situation arises where customer is difficult to be
handled so in such situation Jim should collect information regarding all
the issues that leads to conflicts.
• Then prepare respective training vignettes for these issues.
• Necessary skills must be provided like active listening, restating
customer requests, offering alternatives, fixing problems quickly &
verifying solutions.
Strictly stick to the plan
• Jim Mullens must strictly follow the plan in systematic order to get good
outcome of the training.
• Training must be put mandatory to every concern person.
• Further in future Jim must add more training for the further upcoming
issues if required.
• Jim must also helps them that how to implement the skills where ever
required.
Conclusion
Training & Development plays a vital role in almost every sector, we just
need to make appropriate plans for achieving the goals of an organization
and implementing it in systematic order. So we can say training &
development is not as such a fixed process but need to be make
necessary changes whenever and wherever required according to the
requirement.
Thankyou