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    Guidelines to Developing Training Programs

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    Need assistance developing an employee training program, that includes designing a two day training program for a group of twenty (20) employees, Identify two to three (2-3) training needs though a Training Needs Analysis (TNA) and justify an approach for this training, develop the training objective for this program based on an analysis of the business, determine the training cost for the training program you are proposing. Include a detailed breakdown of time allotted for each piece, the subsequent cost analysis, and the total cost for the project as a whole.Select key training method (s) to deliver the program to employees, such as an e-Learning module or a one-day face-to-face training program.Create an agenda of activities for the training program.

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    Guidelines to Developing Training Program (Instructional Purpose with explanations. Use a business of your choice).

    1. Determine Business Type

    The first thing you need to do is identify the type of business you are interested in designing an employee training program for. Examples of businesses are:

    • Customer Service Center (CSC)
    • Fine restaurant or restaurant
    • Clothing Store, etc.

    2. Establish a name for your Business and Give a Background Information.

    • For example, is it a new or existing business?
    • If it is a new business, illustrate how you conceived the business.
    • For example, if you are interested in a CSC business, you might want to talk about how you enjoy solving peoples' problems since you were (mention how many years) old
    • Your passion to see people happy after solving their problems
    • Your experience as a customer service representative (if you have any)
    • Create a mission and vision for your organization.
    • Discuss the type of customer service your business would be providing (e.g. answering questions related to wireless service, cable service or online products you contracted from a major provider, etc.,). For example, it could be identifying and resolving customer's billing issues, receiving payments, and educating customer on how to use the interactive response system (IVR) to make payments in the future.
    • Discuss how many employees or customer service representatives (CSR) your organization would employee
    • Hours of operation and managerial hierarchy.

    3. Discuss the current status of your organization

    • For example, if it is a new business, you will need to establish an employee training program that would serve as detailed guidelines of your organization's expectations from employees.
    • Discuss how customers would depend on CSRs for qualitative service.

    4. Objectives of Training or Training Needs Analysis (TNA)

    • Actualize Superior Customer Satisfaction: For example, discuss the need of your business to succeed as it depends on customers' peace of mind or satisfaction at getting their unique problems resolved. Tie this to hiring the number of skilled and experienced CSR for the job. Discuss that CSR will be trained by experienced and focused training specialists about handling calls related to issues like: (1) billing, (2) payment, and (3) educating customers to use IVR to avoid payment by using CSR - discuss how, for example, CSR can take only one payment without charging $5 from customer and this would be noted on customer's account.

    • Establish a Standard Customer Service Guideline or Procedure: This portion needs to flow logically with the points you have built up so far. For example, considering (insert your company's name) as a new business, more than likely, there is no existing written communication or procedure for CSR to follow. Putting this into consideration, it is the duty of (business name) to generate a functional procedure that is in written form, detailed, concise, easy to follow, and aligns with your organization's mission and vision. Normally, this should be a manual that is given to each employee concurrently with orientation. The manuals should be accessible to employees at their desks or via your ...

    Solution Summary

    This solution of 1,987 words provides guidelines to developing training programs in five main steps. References used are included.

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