Running head: DEVELOPMENT AND TRAINING
Development and Training Team A Robert Conder, Shae Hansen, Zachary Page University of Phoenix 431/HR Management
.750-word paper using a Learning Team member¶s organization. or outsourced.to 1. external. contracted. how might you reinforce and sustain the training? .DEVELOPMENT AND TRAINING
Development and Training
Prepare a 1. Implementation: How might the training be delivered? Evaluation: How might you evaluate the effectiveness of the training? Also. and have access to the necessary information in order to identify an issue that can be improved by developing a training program. or one with which you are familiar.400. Use the five-step process below to develop the appropriate training program: y y y Needs assessment: What are the training needs? Design: How might the training materials be created? Development: What is the training medium? Training mediums include internal.
and other aspects of the industry. credit card servicers or both. This attitude carries over to many departments within Wells Fargo. Wells Fargo rode out the recession quite well. A major reason why Wells Fargo did not fail nor come close to failing during the recession and mortgage crisis is typically the same reason why customers are not necessarily pleased with the service they receive. The problem however is the manner in which the sometimes negative information is delivered. The bank chose to not make risky mortgages. If you could classify banks according to their customer service ratings. writes about the worst companies for customer service and states that of all the companies surveyed. author of the article. one of the key gauges that identify the level of success that a company enjoys was discussed.
. there is a necessity for the bank employees. There can sometimes be a lack of tact on the front line of the bank and the customer can feel like they are being taken advantage of or that their money is being stolen. a company that is seriously lacking in the customer service and satisfaction area. to receive additional training and coaching for better customer service.´ The worst of the worst was Bank of America. Personal bankers. half of the bottom ten ³are banks. Karen Aho. only using TARP money to assist in the merger with Wachovia bank and then promptly paying back the taxpayer assisted loan. the largest nationwide bank. Wells Fargo typically does not budge on things like fee reversals. Wells Fargo does not waver. after all it is a fee based business not an entitlement program. Every time a customer hears ³no´ from the bank they feel like they are getting poor customer service. especially the ones on the front lines. Whatever the case may be.DEVELOPMENT AND TRAINING
In a recent article found on MSN¶s Money page. The Employees that interact with most of the bank¶s customers are tellers. That gauge is the customer satisfaction rating. Wells Fargo would be a hard liner. When a policy is put into effect. and the phone bank. however not far ahead of Bank of America we find Wells Fargo Bank. There is nothing wrong with sticking to your guns about the bank policy. interest rates.
Each question is phrased to derive specific information from that customer about key points of the interaction. That material can include any information relating to actual customer interactions both positive and negative. Wells Fargo needs to be growing at all times or it will eventually die out. This information can be used to formulate materials that would help push employees toward better customer service. that the customer service aspect seems like something to do when there aren¶t any opportunities to grow the customer base through selling products. The results of these surveys are collected and distributed to appropriate managers where feedback can take place. There is much that can be learned from both types of situations.DEVELOPMENT AND TRAINING
Training Design Wells Fargo already has a wonderful training department. Training therefore is currently designed to accomplish the goal of expansion and ownership of the market share. areas that the bank considers important to giving customer service.
. This focus is often pushed so hard. A training program needs to be developed that will create a more customer service oriented atmosphere at the bank. The majority of training received by employees goes along with the focus of the bank. To be able to build up this area it is necessary that the bank gathers the right materials. Wells Fargo already pays a survey group to call our customers within 24 hours of visiting a banking location or calling over the phone and asks a few basic questions about their experience. it is something that the bank has chosen to invest a lot of money and effort in. Essentially.