Training and Mentoring Needs Due to the reorganization of the sales team and the shifting focus of the sales force, it is important that the team be educated with the tools necessary and prepared to take on this challenge. The new sales team, consisting of members from InterClean as well as members from EnviroTech, is going to need training to learn how to tackle the changes that are occurring. The current sales team is made up of three members from EnviroTech, who have excellent customer service skills with some sales experience.
They are used to creating relationships with the customer and for the most part, are knowledgeable in customer service skills. They are also used to working in a diverse team environment. Although these employees have great customer appreciation, they could use some training in sales strategies. The rest of the team is made up of employees from InterClean. These employees have excellent sales strategies and are aggressive in meeting and exceeding sales goals. They are not, however, used to working in a team environment and could use some training on their customer service skills.
By training the team in customer service, they will better learn how to serve their customers and by doing so, will hopefully help to form business relationships with the customers and increase the rate of return customers. With the amount of competition in the market today, it is important to be able to keep customers. The ability to solve problems and form relationships with customers is crucial. (Cascio, 2005) The team should also receive training in team building and interpersonal relationships. The composition of the team has changed and members of the team must learn how to cope with these changes.
The Business plan on Internship Report on Customer Satisfaction on the Services of Al-Arafah Islami Bank Limited
Part-1 Introduction 1.1 Background of the report: The internship is a dynamic approach for practical knowledge gathered at this study. My effort was for practical job experience through internship for business communication skills as well as banking sectors. As a student of BBA for the requirement of the internship program, I was assigned to The MBL for my practical orientation. This report is ...
By learning how to work in a team environment, they will be able to use each person’s unique skills to better service the customer. It is important to be able to ask for ideas, offer help without being asked, develop listening and feedback skills, and recognize and consider ideas of others (Cascio, 2005) Objectives of the Training Program 1. )Increase customer satisfaction ratings through the formation of business relationships 2. )Increase the rate of repeat business, while still maintaining a growth in new customer business 3. )Increase teamwork and smooth transition with new sales team
Performance Standards 1. Sales representatives must make a minimum of 10 calls per day to current customers, and a minimum of 10 calls per day to potential customers/leads. 2. Sales representatives must meet or exceed individual sales goals per quarter, as defined by their supervisor. 3. Sales representatives must treat each customer in a friendly manner and genuinely offer assistance. 4. Sales representatives must attend weekly team meetings. 5. Sales representatives must work together with fellow team members to provide what is best for the customer.
Delivery Methods, Content & Time-Frame Customer service training will be provided to the sales team through a combination of lectures and mentoring. Lectures will be given for one week during the first half of the day by hired customer service specialists who are specialize in teaching customer service skills. In these lectures, there will be group sessions to discuss customer service incidents, role play possible scenarios and utilize behavior modeling. By discussing incidents in groups, representatives will hear ideas from others that they may not have thought of on their own.
The Essay on Tiered: Customer Service Representative
Tiered service system is that system which creates a fire fighting in the organization, this service possess no structure and no system and is responsible for problems and the people are in stress and in the position of frustration. No, if I owned my own business I would not provide my customers with a tiered service system because it is known as everyday fighting in the organization. My primary ...
They will also be able to role play to practice their skills and actually put them into use, instead of just reading or hearing someone say it. Videos and DVD’s of customer service incidents can be used as examples in these classes. For example, Safeway requires all new trainees to watch the “lemonade stand” video, which demonstrates the use of their customer service skills used by children in a lemonade stand. By actually witnessing good customer service, representatives will be able to fully understand the concepts. Team members will be paired with a mentor from the customer service department for one month.
The representatives will be able to shadow the customer service employee, on a schedule that is discussed between them, in order to observe good customer service. By having a mentor, the sales representatives will also have a point person to come to for any questions they may have. Sales performance training will be provided to the sales team through a series of lectures and presentations on sales strategies given by the sales manager on an ongoing monthly basis. Conferences or additional classes may be given to those who may need more help.
Teamwork training will be provided to the sales team through tolerance classes, team building exercises and events, and weekly meetings. The tolerance class will be a one time event, where team building exercises and events will continue throughout the year. Weekly meetings will be held to discuss strategy and evaluate teamwork skills. Total sales will be discussed and team goals will be set in this meeting, in order to promote teamwork. Evaluation Methods Sales figures from each representative will be measured and compared to their sales goals on a quarterly basis.
This makes sure that the sales representative is working toward their goal and trying to work at a level equal to that of the performance standards. Customer satisfaction surveys will be given to customers with every third order. Some sort of incentive (10% off next order) will be given to the customer to encourage the customer to complete the survey. This will allow us to see if the customer is being treated with an appropriate level of service and respect. The number of sales made as a collaborative effort is a good way to measure the amount of teamwork that is going on in the sales team.
The Essay on Support Service Services Meetings Aim
AIM Investments is a mutual fund company that is located in Houston's Greenway Plaza. Founded by Ted Bauer in 1976, the company has grown from a handful of investors and employees to one of the leading fund companies in the United States with over 2000 employees. This paper will describe the organization's structure, the communication processes within the organization, and suggestions for solving ...
If there is a huge team effort, there should be an increase in the amount of sales that have been worked on by more than one representative. It can also show if one person is putting in more team effort than another. Setting up a few loyal customers as “secret shoppers” is another way to evaluate customer service. By having the customer deal with the sales representative like they normally do and subsequently filling out a standard form indicating the level of service provided, individual customer service skills for each representative can be evaluated.
By offering the customer a secret incentive, they would be more likely to comply. Feedback For the first six months, there will be monthly meeting for each individual sales representative to discuss performance with their supervisor. This will allow the supervisor to provide the representative with appropriate feedback and also allow a time for sales goals to be discussed. The ongoing weekly meetings for the sales team to discuss possible new strategies and issues regarding teamwork are also a good time for the supervisor to provide feedback.
It is important that this feedback is positive feedback for the entire team and not single out individuals, since the point of the weekly meetings is to promote teamwork. If a single individual was praised for their good work, it would provide an opportunity for competition and defeat the purpose of the weekly meeting. Performance evaluations will be given to the sales representatives every six months to discuss sales goals, accomplishments, and areas that may need work.
This is an opportunity to determine whether the representative will need additional training and/or a promotion. Incentives for exceptional performance should be given to representatives when they go above and beyond the performance standards of their position. For example, certificates for meeting sales quota/providing outstanding customer service or going out to happy hour for excellent team performance. Incentives may include: a coupon for leaving work an hour early, small gift certificate for ice cream, or a certificate to place on their desk for exceptional performance.
The Business plan on Meeting Customer Needs
The marketing department then plays an important role in taking these goods and services to market through all the channels the business sells through. Customer expectations are beliefs about service delivery that serve as standards or reference points against which performance is judged. Because customers compare their perceptions of performance with these reference points when evaluating service ...
Supervisors must constantly be providing feedback to the representatives and praising them for using the skills learned in training. It is important to reinforce what is learned in training. At the weekly meetings, it may be a good idea to briefly go over one topic that was covered in training to keep the idea fresh in representative’s minds. Alternative Avenues Those who may need more help may be able to attend additional training classes and seminars, if the budget allows.
Representatives who continue to fail at meeting performance standards may be placed on probation. Once on probation, it may be necessary to fire that person if they continue to provide work that is not up to standards. This can be determined in performance reviews given every 6 months.