800×600 Normal 0 false false false EN-US X-NONE X-NONE /* Style Definitions */ table.MsoNormalTable {mso-style-name:”Table Normal”; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-nosh

800×600 Normal 0 false false false EN-US X-NONE X-NONE /* Style Definitions */ table.MsoNormalTable {mso-style-name:”Table Normal”; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-parent:””; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:10.0pt; font-family:”Calibri”,sans-serif; mso-bidi-font-family:”Times New Roman”;}
Aaron likes supervising the Frontline Service Unit. This unit is responsible for updating customer accounts and files as well as for providing information to customers and other employees. Typically, the customer representatives in the unit he supervises answer questions about the services offered, provide information about the customer’s account and modify the files so that they are up-to-date and correct. This unit was formed only recently, to handle the increasing volume of direct customer calls more efficiently by using the newly installed on-line customer information system.
Unfortunately, the planning for the new unit was not done well. The on-line computer system was purchased and installed before the actual operations people were brought in. As a result, Aaron was given the responsibility for getting the unit up and running within one week. He had to make some quick personnel selections and take care of a lot of administrative details within a short period of time.
Now, three weeks after receiving the assignment, Aaron feels quite a sense of accomplishment. He has been lucky that things have worked as well as they have. In fact, the only thing Aaron is concerned with now is how his reps handle customers over the phone.
Aaron knows that good telephone etiquette is essential to the successful accomplishment of his unit’s mission, yet his reps use many different styles in answering the phone and do not follow basic rules set by the unit. For example, the reps commonly neglect to put customers on hold while they search for information. When asking questions, they do not explain the reason for inquiry; they do not verify information; and, at times, they may react defensively when they don’t know the answers. These are the major – but not the only things they do wrong.
Aaron knows that he must train them in the techniques of proper phone etiquette. There is no available training program to which he can send his personnel. Therefore, he must provide the training and coaching to the reps while they are on the job.
As part of his responsibility, Aaron needs to think of a training program to train his reps in his unit.
Based on the understanding of the case, write a report in which you need to include the followings:
A. Explain the problem faced by Aaron’s unit (Introduction part).
B. Prepare a training plan for Aaron. The training plan should be using an appropriate training model learned in the module and also each step/phase/stage should be clearly explained and recommendations should base on the problems identified in the case.







Calculate Your Essay Price
(550 words)

Approximate price: $22

Calculate the price of your order

550 words
We'll send you the first draft for approval by September 11, 2018 at 10:52 AM
Total price:
$26
The price is based on these factors:
Academic level
Number of pages
Urgency
Basic features
  • Free title page and bibliography
  • Unlimited revisions
  • Plagiarism-free guarantee
  • Money-back guarantee
  • 24/7 support
On-demand options
  • Writer’s samples
  • Part-by-part delivery
  • Overnight delivery
  • Copies of used sources
  • Expert Proofreading
Paper format
  • 275 words per page
  • 12 pt Arial/Times New Roman
  • Double line spacing
  • Any citation style (APA, MLA, Chicago/Turabian, Harvard)

Our guarantees

Delivering a high-quality product at a reasonable price is not enough anymore.
That’s why we have developed 5 beneficial guarantees that will make your experience with our service enjoyable, easy, and safe.

Money-back guarantee

You have to be 100% sure of the quality of your product to give a money-back guarantee. This describes us perfectly. Make sure that this guarantee is totally transparent.

Read more

Zero-plagiarism guarantee

Each paper is composed from scratch, according to your instructions. It is then checked by our plagiarism-detection software. There is no gap where plagiarism could squeeze in.

Read more

Free-revision policy

Thanks to our free revisions, there is no way for you to be unsatisfied. We will work on your paper until you are completely happy with the result.

Read more

Privacy policy

Your email is safe, as we store it according to international data protection rules. Your bank details are secure, as we use only reliable payment systems.

Read more

Fair-cooperation guarantee

By sending us your money, you buy the service we provide. Check out our terms and conditions if you prefer business talks to be laid out in official language.

Read more

New Look, Same Us. Enjoy 10% OFF this October using the coupon code: nation10