PGDM III SEMESTER

Session 2022-23

PGDM HR 03 – Human Resource Development

Case Study 1

Date of Assignment: 10nd Sep 2022 Date of Submission: 23th Sep 2022

Submitted to: Submitted by:

Prof. Dr. Swati Bhatia Anukriti Mishra
ABS/PGDM/21/003
Questions 1: Identify the main issue and analyse it.
Answer:
Jim Mullens is given the task of staffing the new Customer Service Unit.
This was created in response to a recent online consumer information system
implementation. Client service representatives (CSRs) in the unit are now
responsible for answering customer calls and handling any questions the callers
may have. Jim was regrettably excluded from the unit's planning, and he had
only one week to complete his assignment. He was fortunate to have hired
enough people to start the operation, but three weeks later, he is now concerned
about how the call-receiving staff is handling inquiries. He has seen that the
agents frequently make mistakes in phone etiquette, like neglecting to put the
caller first. When necessary, they place you on hold, don't provide an
explanation, and don’t verify the information. They are tough. He is aware that
they need instruction, but he also knows that he must deliver it directly to the
representatives as they perform.

Q.2 Prepare the training Plan for Jim to use. Suggest Evaluation model
also
Ans.
The following components would be included in the training programme:
Jim Mullens will provide a training library that will also include the
associated phone etiquette advice: Always answer the phone with a
friendly greeting, such as "Hello" or "Salutation," etc.
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.
 1. 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 information in system & all
the necessary details required for handling the customers on phones and
providing necessary information customer required.
2. 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.
3. Training for New Online CIS and Phone for communicating with
the customers.
• Training for using the system taking into concern certain parameters:
I. Creating a series of exercises using existing or dummy customer files
and giving some type of video demonstration either skill based or
behavior based.
II. By providing set of assignments on either each day or on rotating
schedule basis.
III. 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:
I. Training regarding standards of using the phones and etiquette for
handling the customers.
II. Training of communication skills if required.
III. Training regarding issues CSR’s get in handling the customers and
providing basic skills for tackling the situation.
4. 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.
5. Jim must take care of that plan must be implemented in
systematic and effective way.
 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 help them that how to implement the skills where ever
required.