Backwoods Mail Order Company

Unit 4

Question 1

There are a few clear and measurable objectives for training to be delivered to the employees in the customer order group at Backwoods Mail Order Company. The first objective that should be considered is making an improvement in data entry processes. Merchandise has a high return percentage because of data entry errors. If more training is provided with data entry, this can ensure a lower return percentage. The second objective that should be addressed is knowledge of the products offered. Customer order representatives should be knowledgeable of all features of a product. Returns on merchandise could be lowered if the customer order representatives new specific features and sizing of products for correct entry and order placement. Customer order representatives should also have training in the proper handling of customer calls. These representatives have not been formally trained with customer complaints. They should be heavily trained in handling complaints effectively and efficiently. There should also be a formal process of answering customer questions and placing orders. The customer order representatives should also be trained in communications with the other departments such as packing and shipping. This would lower the possibility of the wrong packing and shipment of merchandise. These employees should also be heavily trained in handling calls in a less than favorable work environment. Employees should be trained handling calls in noisy and quiet environments with proper equipment.

Question 2

In order to improve on data entry skills, the employees should be trained in a classroom setting. The classroom setting should teach recommended date entry processes. Employees should spend as much time as it takes in the classroom entering date until they have reached a 90 to 97 % accuracy target. Training of employees to improve their product knowledge should be extensive. This training should be in the classroom and include hands on training...