Reference no: EM132809288
Read the following description of an airline reservation clerk's duties:
Customers contact our airline reservation clerks to obtain flight schedules, prices, and itineraries. The reservation clerks look up the requested information on our airline's online flight schedule systems, which are updated continuously. The reservation clerk must deal courteously and expeditiously with the customer, and be able to find quickly alternative flight arrangements in order to provide the customer with the itinerary that fits his or her needs. Alternative flights and prices must be found quickly so that the customer is not kept waiting, and so that our reservations operations group maintains its efficiency standards. It is often necessary to look under various routings, since there may be a dozen or more alternative routes between the customer's starting point and destination.
Many of you have worked at part-time positions that require dealing effectively with customers. Discuss in your group, examples of what types of situations a desk clerk may be exposed to, and what kinds of training would allow those situations to be handled more smoothly. For example, desk clerks often must deal with multiple customers at one time - on the phone and in person.
Airline reservation clerks obviously need numerous skills to perform their jobs.
JetBlue Airlines has asked your team to develop the outline of a training program for its new reservation clerks quickly. You may assume that they just hired 30 new clerks and that they must three-day training program.
Please produce the requested training plan outline, making sure to be very specific about
- Determinethe long-termand/or immediatetraining needs(remember these are just overall and may not be measurable)
- Specify inmeasurable termswhat the trainee will be able to accomplishwhen the training is completed(Objective/s)
- techniques that will be used to positivelearning environment should take into account the trainees' ability,motivation, and learning styles
- Describe thetraining materialsand the content of the training
- How the program will be evaluated
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