Assignment 1: Training, Development,and the learning Organization Paper I used to work as a Customer service Representative and the name of the company was Admiral Car Insurance and I was given the training in customer services. It was a six weeks training program. The training was given on the policies of the existing customers services in which we were trained to make the changes on the policies which were already setup by the new business department. In the training we were taught how to open the call and how to greet the customers and we were trained on 5-6 changes which we have to make on the policies and we were trained on the most common changes which customers ask us to make on the call and when went live we saw that they were actually getting 70% of those calls on which they were training us .
They used to train us on a DOS based system which they were using since the company first started which might sound as an old school technique in 2018 where most of the systems are web based. The main purpose of the training was to teach us the culture of the company because the culture which the company followed was not followed by any other company in India and to train us on the grounds of insurance and its legalities which are associated with the car insurance as all the people who were recruited was not from the insurance background and we were having a lot of scripts which we have to read it out to the customers to save the company from any legal threat which could happen because of the lack of the information given to the customers.The broader organizational goal of the company was to retain the customers which we all know that if we don’t provide the customer service to the customers they will not stay with the company and they will look for different options which are available in the market. And when an organization loses the customer that means they are losing the money and business which they are doing in the market. The training which was given to us was the informal training as the older employees and the former managers used to give us the training because in this training program they were able to create more things in a quicker way possible because they had to teach us more in less time .
They had to teach us the material in a way that everything they teach us makes sense to us and the material which they have created for us is understandable . They used to give us live presentation by creating a simulation training program so that we can actually see what is it which we have to do on the production software and it was very easy for us to understand as well . By the end of each training session which as all the modules were created on a weekly basis they used to take the assessments via mock call in which agents used to call us and by that we and the trainers were able to see our progress .So the SMART goal for the organization would be the increase in the number of customers 10%-15% and that goal can only be achieved if the company is providing great customer services to the existing customers because in today’s world many things go by the word of mouth so if you have a good reputationin the market than only you will be able to attract the customer in the country you are operating in.In Customer services every company has CSAT which means customer satisfaction and to be a great customer service provider that score should be around 90%-95% and we can consider that goal as aSMART goal for the company as this number cannot be achieved by any other company in the country as you have to be exceptional in your field to provide that kind ofcustomer service