This is a common situation – there is a problem with customer service and management says “train them!” A consulting firm has proposed a 1.5 hour presentation and 45 minute Q & A session on customer service. See the full case study for details.
What do you think of this? Is it likely that hotel staff will be able to learn how to handle unhappy customers from just listening to a presentation?
Prepare a 500-700 word response to your manager. Memo format is fine.
Use concepts from Chapters 4 and 5 in explaining to your manager the learning conditions necessary for staff to learn customer service skills and then transfer them to the job.
Recommend changes to the proposed training program to make it more effective.
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