Reference no: EM133397381

CONTEXT

As the State HR Manager, you get a phone call from John, the manager of a large retail store with a diverse team. Recently the organisation has moved toward a much stronger focus on customer service and John has been told by his area manager that he will need to train his team to be customer focused and move from a task focused culture to a customer focused culture.

Whilst John sets his own budget, as a low volume trader you know that every hour he spends that is not directly on the floor affects his profit - and his bonus! While John seems to understand that there are benefits to training staff and that eventually he will see a return on investment, he is worried that if the training is not effective it will be a waste of time and money. With nine line managers, 23 full-time staff, 28 part-time staff and 19 casuals - all with a wide variety of skills and abilities - to John it seems a daunting, huge and expensive task. He has called on you for advice and assistance.

QUESTION

Write John a potential learning plan for his team that builds a customer focused culture. Include:

A list of the skills, knowledge, and behaviours you would expect from a customer focused team.

What the training should cover

A training schedule outlining how you would train all staff and the timelines for training.

Logistical requirements - for example, location, room hire, and transport considerations.