The included attachment already contains a training lesson plan. Also contains instructions from the professor. The rest of the screenshots contains the job selected for this assignment. Demonstrate

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The included attachment already contains a training lesson plan.

Also contains instructions from the professor.

The rest of the screenshots contains the job selected for this assignment.

Demonstrate SMART( Specific, measurable, achievable, relevant and time bound)  objectives that align to the values of the position and the organization of the training program. The paper will include the relevant documents for off-the-job training including the summary lesson plan with SMART objectives and evaluation tools.

The paper should answer all the below questions in perspective of a CSR agent training program. Please write different paragraphs for each and there is a file of the training lesson plan in the link.

1. What are performance standards

2. What are the objectives of the training

3. Develop or list tasks of the training program. Need to draw a table for this

4. Brief about trainers

5. Measures of effectiveness of training: employee feedback and surveys

The included attachment already contains a training lesson plan. Also contains instructions from the professor. The rest of the screenshots contains the job selected for this assignment. Demonstrate
Running Head: OFF-THE-JOB TRAINING PROGRAM 0 Off-the-job Training Program Student’s Name Institutional Affiliation Summary Lesson Plan Introduction to general work Formal introduction of the trainer and the employees Questions and answers about customer service Expectations on the work position Reading the handout provided “Efficient Customer Service” Discussion about the handout Introduction to the customer service person Definitions Importance of customer service Impacts of customer service Main functions Characteristics of the best customer service persons Customer’s expectations Impact of customer service to the customers Assumptions made Introduction to the products and services available General introduction of the products and services Issuing of the products handout Going through the handout Issuing of the services handout Surveying service handout High demand products Teamwork Importance of teamwork Interdependence of the customer service persons Ways of promoting teamwork Team management Team building activities Team achievements Delegation Efficiency improvement Idea promotion Listening skills Effective listening skill How to be attentive Requesting more clarifications from the customers Importance of writing what the customers are asking Summary of the customer’s needs Constructive destruction of the customer while talking Creation of rapport Importance of building a rapport Building trust Being accommodating and making recommendations Use of respectful words Asking of Questions Importance of asking questions Ways of asking questions Intonations Questions to avoid Empathy Importance of having empathy Ways of showing empathy Applications of being empathetic Answering of customer’s questions Efficient answering of questions Characteristics of perfect answers Answering with evidence Appreciating the asked question Taking time to build the answer What to say when the question asked is hard to answer Importance of agreeing with the customer before answering a question General answers for similar questions Handling complaints Importance of asking more questions of a complain Appreciation of the complaints Listening effectively Proper recording of the complaints Acting efficiently to complaints Making and keeping promises to the customer Conduction of a follow-up activity Resolving conflicts with customers Differences between the complaints and conflicts between customers Ways of reassuring the customers to gain trust Apologizing and taking responsibility of the mistakes that have been done. Importance of listening and asking of many questions to the customer Practising of positivity in communication Ways of clarification of the problem that have occurred. Presentation of an issue to the team members Policies and procedures Customer service approach Customer service attitude Issuing of the customer service handout Service overview Required standards of customer service Consistent procedures of handling customers Importance of the customer policies Documentation Proper document management Tracking of documents Consistency of the document formatting Field phone calls Importance of having a uniform receiving call format Introduction of the common phrase used by the organization Intonation Field emails Introduction of commonly used mail replys How to efficiently communicate through emails Copy writing Checking and providing information on order status Introduction of the organization platform Procedures of making orders Common mistakes made by customers while making orders Best practices while making orders Provision of order queries Processing customer orders Ways of assisting the customers to make orders Communication Processing customer returns How to maintain the losses as low as possible Proper documentation of customer returns Maintaind standard customer service Credit items Proper documentation of goods taken by credit. SMART Objectives To determine ways of attaining 100% customer satisfaction through the service delivered within 15 to 20 minutes. To gain the trust of 90% of the customers within the first 10 minutes of the conversation. To be able to deliver at least 80% of the information required by the client. If some of the information is not available, it should be provided within 24 hours to the client’s email. To investigate the main reason for conflict and complaints between customers and the organization for a specific product within one week. 
The included attachment already contains a training lesson plan. Also contains instructions from the professor. The rest of the screenshots contains the job selected for this assignment. Demonstrate
HRMT624 – Term Team Assignment 1 Term Team Assignment: Linking Training to Performance Management – Creating the Performance Management Plan. This Term Team Assignment has two parts. The first part is a written document. The second part is a video showing the performance management process. Part A: The written portion of the Term Team Assignment (100 Marks) Training is important but keeping the level of competency that results from training is equally important for organizations to achieve its strategy goals. In this team assignment, the team will create a performance management plan from job description through training to tracking growth a nd development. The paper will include: • A job posting for an entry level job for a company. Use one found on a job website such as or • Research the company and explore the cultural values, job position, and performance of employees of the company in the similar position. The paper will document the outcome of this research. • Develop an off -the -job training program that reflects the values of the company. The training program will include a summary lesson plan, demonstrated SMART o bjectives that align to the values of the position and the organization. The paper will include the relevant documents for off -the -job training including the summary lesson plan with SMART objectives and evaluation tools. • Develop a mentoring/coaching pro gram that supports the employee after off -the job training for this position. The mentoring/coaching program needs to follow best practices for mentoring and coaching. The paper will include the mentoring/coaching program. The mentoring/coaching progra m needs to align to both the off -the -job training and on -the -job training. • Develop a series of performance management criteria for this position that aligns to the training, mentoring and coaching programs. The paper will include performance management criteria based on the job posting. There needs to be an alignment of the criteria to the on – thejob mentoring and off -the -job training. • Develop the performance review process that follows best practice. The paper will include the process, who is involved , the roles of the people involved, the setup and the expected outcome of the performance review process. • Create a possible report from the performance review process. Using the criteria, what kind of outcome can result from the performance review? For each outcome in performance management, provide an explanation and the next steps for either the company, the employee or both. Part B: The video portion of the Term Team Assignment (50 marks) HRMT624 – Term Team Assignment 2 In your team, you will role -play the performance review proce ss as set out in the paper. The team will decide who is/are giving the performance review and who is receiving the performance review. A video will be created that demonstrate the performance review process using the performance management criteria. All team members must participate. As this is performance management it is expected, within reason, that the team members are visible in the video. The video will not be longer than 20 minutes. Support: 1. Turnitin is setup to allow you to test the similarity of your paper. You can test the paper once every 24 hours before the due date and time. Requirements of the paper: 1. The paper must be written in essay format. Use APA 7 th edition format. 2. Must have an introduction and a conclusion. Ensure the introduction has all the key points for a strong introduction. Please review this link for an example of a strong introduction. – paper introduction#:~:text=%20Writing%2 0an%20Introduction%20to%20a%20Research%20Pap er,is %20important.%206%20State%20your%20hypothesis.%20More%20 3. Must have a conclusion. Ensure the conclusion follows this best practice. https://essay -conclusion -research -paper/ 4. No abstract or Table of Contents required. 5. The paper will be marked on the rubrics shown below. Ensure your paper follows the grading form. 6. The paper does not have a minimum or maximum word count. The key is whether the paper thoroughly answers the questions above. Precise and concise writing is recommended. 7. Turn itin score of less than 5% is required. Turnitin does not count quoted material, title page, or reference page. 8. (Updated): A minimum 3 academic references via the UCW library and 4 non -academic references (minimum total 7). Sites such as Panmore, UKEsss ay, Scribble, Coursehero, Chegg, and Wikipedia will not be allowed. Use of other student’s paper from any other instituation as a reference will not be accepted. Links must be provided for all digitally accessed documents. The links and reference informa tion must access the page being referenced otherwise it will not count as a site used. 9. A well written paper is one where the paper teaches the reader about the topic. Do not assume that the reader understands your topic or will fill in the blanks of info rmation. Grading Form for the Paper Topics Comments Max. Grade Subject Matter (70%) Subject Matter (60%) HRMT624 – Term Team Assignment 3 • • • • • Key elements of assignments are covered Content is comprehensive, accurate, persuasive Displays an understanding of relevant theory Major points supported by specific references Research is adequate/timely and citations are academically valid. 60 Organization (10%) Organization (20%) • • • • • The introduction provides a sufficient background on the topic and previews major points Central theme/purpose is immediately clear Structure is clear, logical, and easy to follow with proper headings Subsequent sections develop/support the central theme The conclusion follow logically from the body of the paper 10 Style/Mechanics (20%) Style/Mechanics (30%) • • • APA (5%) Title page is present and properly formatted – separate page Reference page is present and properly formatted – separate page Citations/reference page follow APA guidelines 5 • • • Properly cites ideas from other Grammar/Punctuation/Spelling (10%) sources Grammar Spelling Punctuation 10 • • • • • Readability/Style (5%) Sentences are complete, clear, and concise Sentences are well -constructed with consistently strong, varied structure Transitions between sentences/paragraphs/sections help maintain the flow of thought Words used are precise and unambiguous The tone is appropriate to the audience, content, and assignment 5 HRMT624 – Term Team Assignment 4 Grade on 100 Subtotal 100 Penalties Grading Form for the Video (Maximum 50 marks): Content: • The video demonstrates the best practices of giving a performance review. (15 marks) • The video uses the performance review process set out in the paper. (20 marks) • The video is within the time limit set out. (5 marks) • The video is audible and in focus. The employer and employee is visible where possible. (5 marks) • The video is creative (5 Marks)

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