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Case Study

Answering the Phone

Jim Mullens likes supervising the Customer Service Unit. This unit is responsible for updating customer accounts and files as well as for providing information to customers and other employees. Typically, the customer service representatives (CSRs) he supervises answer questions about the services offered, provide information about the customer’s account, and modify the files so that they are up-to-date and correct. This unit was formed only recently, to handle the increasing volume of direct customer calls more efficiently by using the newly installed on-line customer information system.

Unfortunately, the planning for the new unit was not done well. The on-line computer system was purchased and installed before the actual operations people were brought in. As a result, Jim was given the responsibility for getting the unit up and running within one week. He had to make some quick personnel selections and take care of a lot of administrative details within a short period of time.

Now, three weeks after receiving the assignment, Jim feels quite a sense of accomplishment. He has been lucky that things have worked out as well as they have. In fact, the only thing Jim is concerned with now is the way in which his reps handle customers over the phone.

In Semester Individual Assignment Spring 2018

Module: Staffing, Training and Development (BUSS 1702)

Level: 2

Max. Marks: 100

Duration: 5 weeks

Staffing, Training, and Development– BUSS 1702 – Spring – 18 – CW2–QP

BUSS 1701 (QP) Page 2 of 4

Jim knows that good telephone etiquette is essential to the successful accomplishment of his unit’s

mission, yet his reps use many different styles in answering the phone and do not follow basic rules. For

examples, the reps commonly neglect to put customers on hold while they search for information. When

asking questions, they do not explain the reason for the inquiry; they do not verify information; and, at

times, they may react defensively when they don’t know the answers. These are the major – but not the

only things they do wrong.

Jim knows that he must train them in the techniques of proper phone etiquette. There is no available

training program to which he can send his personnel. Therefore, he must provide the training and

coaching to the reps while they are on the job.

Answer the following questions

1. Prepare a training plan for Jim to use

A. Carry out job analysis on this job (10 marks)

B. Conduct training needs analysis (10 marks)

C. Outline the objectives of the training program (10 marks)

D. Design the training program (10 marks)

E. Conduct the training (10 marks)

F. Outline problems that Jim might encounter in conducting the training program and suggest

suitable solutions to the problems identified (10 marks)

G. Evaluate the effectiveness of the training program using various methods of evaluation (10

marks)

H. Discuss employees’ development problems in this organization and suggest suitable solutions

to the problems (10 marks)

Source: Clardy, A. B, (2007). 50 Case Studies in Management Training. Mumbai, Jaico Publishing

House.

Staffing, Training, and Development– BUSS 1702 – Spring – 18 – CW2–QP

BUSS 1701 (QP) Page 3 of 4

Instructions for the assignment:

1. This is individual assignment. Individual report needs to be generated and submit individually.

2. Total words count should not exceed 2000 words.

3. The assignment should have a cover page, table of contents, introduction, answers to the questions,

conclusion, and appropriate references.

4. The report should be done in Word, font size 12, font style Times New Roman, text colour black,

colours can be used ONLY in appendices; main body of the report should be black and white.

6. Last date of submission: 8th week of the semester

7. The assignment should be submitted on time through Moodle. Late submission shall be penalised as

per the norms of MEC mentioned in the Module Information Guide.

8. Plagiarism Policy. Plagiarised documents, in parts or whole, submitted by the students will be

rejected. However, if the plagiarism is found to be accidental the student may be advised to re-submit

the work only once within one week from the date of rejection. A penalty of 25% of the total marks on

the specific coursework assessment component will be imposed on the re-submitted work. If the resubmitted

work is also found to be plagiarised the student will be awarded a zero mark in the respective

assessment. If the work submitted is found to be intentionally plagiarised to gain an unfair advantage in

any form, such work will be automatically rejected and a mark of zero will be awarded. If the student is

found to consistently submit plagiarised work it will be dealt with seriously and may warrant suspension

for a period or expulsion as may be recommended by the committee set for the purpose.

9. Evaluation criteria

Evaluation Criteria Marks

Introduction 10

A. Carry out job analysis on this job 10

B. Conduct training needs analysis 10

C. Outline the objectives of the training program 10

D. Design the training program 10

E. Conduct the training 10

Staffing, Training, and Development– BUSS 1702 – Spring – 18 – CW2–QP

BUSS 1701 (QP) Page 4 of 4

F. Outline problems that Jim might encounter in conducting the training program and

suggest suitable solutions to the problems identified

10

G. Evaluate the effectiveness of the training program using various methods of

evaluation

10

H. Discuss employees’ development problems in this organization and suggest suitable

solutions to the problems

10

Format of the report and referencing 10

Total Marks 100