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HRMT160 Training & Development

tag 0 Download 8 Pages / 1,886 Words tag 02-02-2021

Question:

The purpose of this assignment is to conduct a needs analysis for The People’s Credit Union, an Edmonton based credit union with 700 employees throughout Alberta (40 of which are employed in their call centre as customer service agents).While the Credit Union prides itself on providing a high level of customer service both in branch and over the phone to its customers, the company has recently received numerous complaints about its customer service agents in their call centre. Specifically,customers are reporting that the agents are rude, not helpful, and are not able to answer
many of the questions the customers have about their daily banking needs.

Currently, the customer service agents are given a ½ day orientation to the organization upon hire and then are placed in a ‘buddy system’ with an existing agent for 1 week but are not provided with any other training or development activities. This approach to training & development does not seem to be turning out the exceptional customer
service agents that the Credit Union wants.

In fact, the Credit Union has realized that their Training & Development strategy overall is sub-optimal and needs your team’s help to re-align their strategy with their organizational goal of providing exceptional customer service.
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