Hrm/531 Career Development Plan Part 2

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Career Development Plan Part II Canita Hardnett-Johnson HRM 531 Dr. D. Jakes University of Phoenix May 6, 2009 Development of Training and Mentoring Program In Jim Collins’ book, Good to Great, he proposed that it is not enough to hire good people but more important to hire the right people. Building on that belief, the management team of the sales department of InterClean believes we have hired the right people to take this company from good to great. We know that you are the best and the brightest when it comes to sales. But with the introduction of new products and services at InterClean, we want to direct our focus on the customer experience. It is our belief that our sales managers are the face and voice of InterClean…show more content…
However, in the event additional development is needed, additional courses will be provided through CT&D. These courses will be actively listed as Leadership Development training on the e-Learning page of corporate training. These courses will also be divided into series I, II, and III. These courses are designed to compliment the career development training program and provide additional insight into improving leadership skills. Unlike the career development training program, you will not receive a certification of completion but you will receive credit for taking the classes on your mid-year and year-end appraisal. Training Module A sample of the training module for the first class has been included for your convenience. The attached module is being presented to you so that you have a general idea of what to expect from the program. We are very excited about this initiative and we hope that once you have reviewed the program training module sample, you will be equally excited too. CUSTOMER SERVICE MODULE…show more content…
We are supported by policies that clearly state how we will treat our customers. Commitment is achieved when employees are totally focused on meeting the customer’s needs. Excellent service comes from training to know who our customers are and how best to exceed their expectations.” Kerby, Kaske, Hubbard, and Spohn CUSTOMER SERVICE: The Good, The Bad and the Ugly! We are going to view three film clips showing examples of customer service in various settings. After each clip, we will give you a minute to jot down your responses to the following questions as they relate to the clip: ➢ What assumptions about the customer does the service provider reveal by his/her behavior? ➢ Howe does the service provider affect the customer and the quality of service

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