CUSTOMER SERVICE- TRAINIG PROGRAM 2 TABLE OF CONTENTS Introduction ------------------------------------------------------------------------------------------------------------3 Training Needs Analysis ---------------------------------------------------------------------------------------------4 Training Design -------------------------------------------------------------------------------------------------------9 Training Objectives --------------------------------------------------------------------------------------------------10 Training Methods ----------------------------------------------------------------------------------------------------11 Training Development ----------------------------------------------------------------------------------------------13 Training Evaluation -------------------------------------------------------------------------------------------------14 Appendix I ------------------------------------------------------------------------------------------------------------16 References ------------------------------------------------------------------------------------------------------------17 3 INTRODUCTION Background In contrast to Walmart’s ability in maintaining leadership as a multinational retail aiming sustainability, corporate philanthropy and employment opportunity, the company is falling behind in terms of customer service satisfaction. Despite to the effort of Walmart’s executives throughout these years, in building a better relationship with their customers, it seems they remain still unsuccessful. This can be measured as their satisfaction rating levels are still extremely low when compared to other businesses in the same industry. Per the American Customer Satisfaction Index (ACSI) annual ranking for 2016, Walmart, “still between one of the 10 companies with the worst customer satisfaction”. (Tim Denman-March 01, 2016) Since we all recognize the crucial importance that represents to any business keeping their customers happy, not only with the price of the product but most important with the service provided. I will create a training plan mainly focused in the delivery of effective customer service practices for all Walmart customer services associates. This training program will provide to all Walmart’s new hires and current associates the opportunity of not only learning, but also expanding, reinforcing and creating consistency of their knowledge on how to deal with customers in different situations. How to improve happiness for the customers while shopping and how to improve the associate’s customer service attitude and efficiency with the goal of offering an outstanding service. Ultimately, to achieve delivering an enjoyable shopping experience to all Walmart’s clients. This training will be presented in five different modules; each module will represent a fundamental aspect inside of customer service job in order to make the associates.

1. CUSTOMER SERVICE- TRAINIG PROGRAM
2
TABLE OF CONTENTS
Introduction ------------------------------------------------------------
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Training Needs Analysis ---------------------------------------------
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Training Design -------------------------------------------------------
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Training Objectives ---------------------------------------------------
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Training Methods -----------------------------------------------------
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Training Development ------------------------------------------------
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2. Training Evaluation ---------------------------------------------------
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Appendix I -------------------------------------------------------------
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References -------------------------------------------------------------
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3
INTRODUCTION
Background
In contrast to Walmart’s ability in maintaining leadership as a
multinational retail aiming sustainability,
corporate philanthropy and employment opportunity, the
company is falling behind in terms of customer
service satisfaction. Despite to the effort of Walmart’s
executives throughout these years, in building a better
relationship with their customers, it seems they remain still
unsuccessful. This can be measured as their
satisfaction rating levels are still extremely low when compared
to other businesses in the same industry. Per
the American Customer Satisfaction Index (ACSI) annual
ranking for 2016, Walmart, “still between one of
the 10 companies with the worst customer satisfaction”. (Tim
Denman-March 01, 2016)
Since we all recognize the crucial importance that represents to
any business keeping their customers happy,
not only with the price of the product but most important with

3. the service provided. I will create a training
plan mainly focused in the delivery of effective customer
service practices for all Walmart customer services
associates. This training program will provide to all Walmart’s
new hires and current associates the
opportunity of not only learning, but also expanding,
reinforcing and creating consistency of their knowledge
on how to deal with customers in different situations. How to
improve happiness for the customers while
shopping and how to improve the associate’s customer service
attitude and efficiency with the goal of
offering an outstanding service. Ultimately, to achieve
delivering an enjoyable shopping experience to all
Walmart’s clients. This training will be presented in five
different modules; each module will represent a
fundamental aspect inside of customer service job in order to
make the associates to succeed in their daily
tasks. Additionally, the training in general will align company
vision/mission with employees’ individual
goal within the organization. After completing this training
employees will be knowledgeable about the
company culture and the importance from the company in
providing a good service to all customers.
Employees will understand how influential their positive or
negative behavior impact on the success of the
organization at reaching targets. This will be an excellent
opportunity for additionally develop and improve
the employee level of satisfaction and shows them that their
executives are investing in their overall success.
It may inspire them to view their employment within the
organization as a career and an opportunity to grow
in the retail industry.
Significance
The importance of customer service within a company can have
a major effect on the general perception of

4. the way of doing business. Nowadays, with high competition in
the market, most customers are likely to
disapprove a bad customer service experience, especially since
the competitor can offer the same product or
service with no hassle. Therefore, demonstrating to your
employees the impact that they have in their
customer experience is significant in encouraging them to
provide great customer service. Customer service
is vital for the survival of the company due to the high level in
competition these days. If a company has an
effective action plan for providing excellent customer service to
its customers, this will greatly improve their
shopping experience. The increase in customer service can have
a positive impact to the brand, loyalty, and
internal benefits. This training will be conducted on-side and it
will be provided by one of the company
appointed instructor. All customer service employees will take
their training at their current store. Company
will make a year refresher for everyone within the customer
services department.
4
Utility of Training
With the goal of guaranteeing an extraordinary customer
satisfaction that aligns and support the company
objectives, this training will be addressed to all floor managers
as well as all new and current customer
services associates. New hires will take their training within
their first week with the organization. However,
current employees and floor managers are going to be scheduled

5. in accordance with the department they are
assigned to. Through role-playing scenarios, the training will
show the appropriate behavior, reaction and
responses the company expect from all associates when
providing customer service. The training will include
five different modules. Modules on how to effectively
communicate with customers, how to interact
positively and creating a relationship with customers and among
employees as well, and to dealing with
disgruntling customers are going to teach, reinforce, and
illustrate the importance of good customer service
for the organization. This training will give the employee the
necessary knowledge not only to provide
customers with a positive and memorable shopping experience,
but also to develop a long-lasting and loyalty
relationship with them.
Impact
This training will add value to the organization and increase
employee’s motivation and self-confidence by
demonstrating them how to excel on their jobs. Employees will
understand better the company products and
strategies and the organization commitment in satisfying the
needs of their customers in a prompt, generous
and efficient manner. This training ensures a greater
consistency by communicating all associates the same
essential message about the real purpose and core of the
company and how approaching clients well.
Effect on the Organization
The training will benefit the organization by increasing
employee’s loyalty, better working environment, and
commitment with the business. This program will provide the
necessary tools to all customer service
associates to exceed in their daily tasks and meet company’s
expectation. This training will provide

6. interactive exercise of everyday scenarios that a company’s
associate comes across on a daily basis painting
a vivid picture of what is expected from every employee at
Walmart to ensure they are successful on their
job.
TRAINING NEEDS ANALYSIS
ORGANIZATIONAL ANALYSIS
History and Strategy
Walmart is currently the largest retail company in the world in
terms of revenues and number of employees.
As of today, the company employs approximately 2.4 million
employees worldwide. Walmart sells a wide
variety of products, such as: family apparel, automotive
products, health and beauty aids, home furnishings,
electronics, hardware, toys, sporting goods, lawn and garden
items, pet supplies, jewelry, and housewares
(Walmart.com). Walmart separates itself from its competitors
by focusing on strong distribution, inventory
management, differentiated pricing, cost leadership strategies
coupled with a strong usage of IT and
innovations in developing its strategies (Ferguson, 2017), which
has put them on the top of the retail industry
in the world. Executives at Walmart emphasizes the company’s
role in helping associates and customers to
live better. Walmart success is based on the effective
application of strategies to reach the company’s vision
and mission.
5

7. Organizational Mission and Vision Statement
Mission Statement
Walmart strategic decisions are a direct expression of its
mission. Walmart’s mission statement is “saving
people money so they can live better” (Ferguson, 2017). By
providing people more competitive prices than
any other retailer store in the industry, Walmart’s executives
believe that consumers will live better.
Vision Statement
Walmart’s vision statement is based on the ideals of its founder,
Sam Walton. “To be the best retailer in the
hearts and minds of consumers and employees” (Ferguson,
2017). Their vision indicates that Walmart’s low
prices influence positively in their consumers’ mind since they
are saving money.
Resources
Walmart’s logistics and low prices are without doubts exclusive
competences that have made their business
very competitive. Walmart helps people around the globe every
day by offering lower prices and a wide
range of quality products than any other retailer in the same
business.
• Capital Resources: In 2016 Walmart reported worldwide net
sales of approximately $478.71 billion US
(estimate by statista.com)
• Human Resources: Training will be available for all new hires
as well as current associates. New Hires
will be required to take their training within their first week
with the company. Current employees will be

8. required to take training within the first 60 days once training is
implemented. The human resources team
will assist in facilitating the trainings needed to their
employees.
Barriers in the Internal Environment
• Lack of Motivation- Motivating your employees in sharing the
same vision as of your business and
performing at high levels is the main ambition for any
organization. At Walmart, most employees feel
that their tasks are huge and their payoff is small. Based on a
former employee on Glassdoor, many of
Walmart employees are not inspired and therefore are tent to
show a very low level of commitment
because there is no sort of recognition on what they do or
incentive from their managers.
• Schedule- Employees schedule varies based on the department
needs. Based on the experiences of a
former employee on Glassdoor, “Walmart doesn’t provide
enough income to support the basic needs of
a single adult” due to the fact the total of weekly working hours
permitted to each hourly employee is not
sufficient to fulfill or satisfy their basic needs as a household. A
full-time employee schedules
approximately 34 hours per week while a part-time employee
roughly schedules about 20 hours per week.
Moreover, no benefits are offered to part timers.
• High Turnover- Staff turnover affect a business drastically.
Every time an employee decides to
voluntarily leave the company, the employer will need to invest

9. time and resources in hiring and training
a new person. Although Walmart has implemented numerous
strategies to maximize employee retention
and minimize financial losses, their turnover is still high.
Among the reasons why hourly employees
decide leaving the company are due to their low wages as well
as short hours’ schedule. Additionally,
many associates do not see opportunities to growth within the
company. Therefore, as soon as they find
a higher paying job they quickly leave the company.
6
Expected Performance
Company expects that all employees remain committed to
satisfying and exceeding customer needs and
expectations. Additionally, Walmart expects that all employees
conduct themselves with grace and
performing with excellence. Therefore, Walmart encourage each
employee to observe the highest standards
of charisma and professionalism at all times. Also, it is
expected that all associates working on the floor get
familiarized not only with his/her particular department, but
also with all the departments in the store. In this
way, such associate will be able to provide an exceptional
service to his/her customers.
Actual Performance
Although the employees receive orientation about the
importance for the business in providing a positive and
excellent customer service not always they show interest in
practicing what they learned. Many times,
customer service associates do not know the location of the
products in their stores. In other occasions, they

10. do not show any level of commitment in satisfying the needs of
their customers. In addition, not always a
typical employee understands how impactful his/her behavior
can be for the level of sales. It could be
beneficial or detrimental based on his/her attitude towards the
customers.
Performance Discrepancies
• Employees must be trained on the impact, financially and
morale, their poor customers service behavior
may cause the company every time they provide a careless
service.
• New hires will receive a proper training in the system,
understanding the store layout, and the product
sales.
• All customer service associates will require cross-training in
different departments therefore they are
exposed not only to their own department.
OPERATIONAL ANALYSIS
At Walmart stores, associates training may vary in contrast to
managers training. Walmart stores’ associates
training will consist of five training modules offered to all new
hires during their first week of employment
with the company. Training will be conducted by an assigned
manager at the same store the associate will
be employed. While completing their training modules, new
associates will be assigned to shadow another
employee with more tenure with the company for a period of
thirty days. During their on-the-job training,

11. new associates will learn about their task duties and
responsibilities as a customer service associate. They
will learn the store’s layout, the services, the operations, and
process the company products, as well on how
to properly identify item locations. They will learn how to
operate a cash register machine and price scanners.
Additionally; the new associates will also learn about the
company standards and requirements when
providing customer service to the clients. They will learn how
to create a positive engagement with customer,
how to demonstrate confidence when addressing questions from
customers and how to properly greeting
every customer at their store. Additional training and couching
will be received from the associates assigned
manager during this period and after, if necessary. However,
floor manager training will differ from the
associates training since managers will receive a more formal
and intense training. Managers will be assigned
to a four week of training and this will not be necessary at the
store they will be employed. During their
training, they will discuss additional topics such as loss-
prevention, product training, reach target, time
management, and leadership development. Like associates,
managers are also assigned to the one month on-
the-job training shadowing another floor manager with his/her
same responsibilities. This exercise will make
the new manager feel more confident after his/her training
period.
7
Expected Performance
Expectation from employees holding a manager position at
Walmart are included but not limited to: meeting

12. their sales goals by training, motivating, mentoring and
providing feedback to the associates under their
supervision. Additionally, Managers are expected to become
outstanding examples of good behavior and
high performance as well they are expected to demonstrate their
employees how to deliver great customer
service to ensure a high level of customer satisfaction.
Actual Performance
During the analysis, it was found that in many occasions
managers needing to complete their associates
training within their first week of hiring, as stipulated in the
employee handbook, are sometimes too busy
resulting in rushing or delaying the training for trying assisting
or covert other needs in the department. The
same situation occurs with the shadowing training program. As
a result, the company ends up with an
employee with inconsistent trained skills lacking good job
performance.
Performance Discrepancies
• Managers are not to establishing priorities. They are not
providing the necessary time or resources needed
to properly training new associates.
• Lack of consistency in the shadowing portion of the training
to all new customer service associates.
PERSON ANALYSIS
The customer service associates are meant to be the face of the
company. Therefore, it is important that the
organization provides the essential resources to all associates in
obtaining the necessary KSA’s for them to
successfully perform at their position. At the same time, it is

13. important that managers continually monitor
the behavior of their associates to ensure that they are properly
applying what they learned during their
training for the daily job.
Walmart customer service associates must possess the following
KSA’s in order to perform the customer
service job effectively:
• Active listening- Ability to giving customers full attention and
actively listening and responding to their
concerns as well as asking appropriate questions.
• Critical thinking- Ability to use their logic and reasoning to
create alternative solutions and identify their
strengths and weaknesses.
• Oral comprehension and expressions- Ability to listen,
understand, and communicate information and
ideas both presented to and by you.
• Problem sensitivity- Ability to tell when something is wrong
or likely to go wrong and recognizing the
problem at hand.
• Communicating- Ability to communicate clearly and
candidly; avoiding vagueness, ambiguity, and
mixed messages. Contributing to an enthusiastic, positive work
climate; energizing others.
• Consistency- Ability to constantly provide an outstanding
level of customer service to all consumers.
• Maximizing Resources- Ability to work collaboratively with
people in their group and in other
departments of the organization.

14. 8
Expected Performance
Motivation, efficiency, desire to learn new skills, the
understanding of company products and strategies and
the desire to provide a superior customer service is expected
from all the customer service associates. Be the
best retailer in the hearts and minds of consumers” (Ferguson E.
Jan 2017) by providing the unique service
experience is also expected from Walmart customer service
associates.
Actual Performance
Lack of motivation and commitment within the customer
services associates is notable at Walmart stores.
For some, associates low wages and not enough working hours
are related to this lack of motivation, others
simply see the job as something temporary since they are either
millennials, finishing their college, or baby
boomers, already retired or close to retire, so they do not find
themselves investing in a long career with
Walmart. Perhaps, this is one of the reason they may not getting
motivated in obtaining additional KSA’s
neither applying their own skills on the job as a customer
service associate.
Performance Discrepancies
• Associates lacking of motivation to obtain the necessary
KSA’s to effectively perform at their job.
• Associates lacking of motivation and proper understanding
and supporting the organization’s vision and

15. purpose.
• Indifference in having a successful career at the retail
industry.
TRAINING NEEDS
Summary of Performance discrepancies
• Employees must be trained on the impact, financially and
morale, their poor customers service behavior
may cause the company every time they provide a careless
service.
• New hires will receive a proper training in the system,
understanding the store layout, and the product
sales.
• All customer service associates will require cross-training in
different departments therefore they are
exposed not only to their own department.
• Managers are not to establishing priorities. They are not
providing the necessary time or resources needed
to properly training new associates.
• Lack of consistency in the shadowing portion of the training
to all new customer service associates.
• Associates lacking of motivation to obtain the necessary
KSA’s to effectively perform at their job.
• Associates lacking of motivation and proper understanding
and supporting the organization’s vision and

16. purpose.
• Indifference in having a successful career at the retail
industry.
What can be addressed through training?
• How associates can work together to achieve customer
satisfaction and become better at their job.
• Improve the level of confidence among employees when
approaching customers.
• Lack of knowledge of store items location and products sold.
• How to present a professional appearance and attitude at all
time.
• How to manage disgruntling customers.
• How to properly handle customer complaints.
9
What cannot be addressed through training?
• Snap assumptions about performance problems cannot be
made.
• Personal matters cannot be addressed.
• Salary or financial issues should not be addressed during
training.
• Indifference or lack of interest toward the company products.
TRAINING DESIGN
How will the training be administered?
Module Method Learning Objective
Module 1- Introduction to Customer Service and

17. Company Standard
-Overview of the company’s customer service culture
-Personal and organizational benefits of a good C.S
-Identification of store items location and products sold
-The negative cost of a bad customer service
- Lecture/Discussion
- PPT, Handout & Video
- (as supplemental tool)
- Quiz
Motivate employees to create a
positive engagement with customer
service culture within the
organization, and grow customer
service satisfaction.
Module 2- Effective Communication
-Active listening
-Steps for an effective communication with customers
-How to keep your customers happy/ Tips
- Lecture/Discussion
- PPT and Handout (as a
supplemental tool)
- Interactive Comp-Based
- Quiz
Improve the level of confidence
among employees when
approaching customers, resulting
in a better and healthier customer

18. and employee satisfaction.
Module 3- Relationship Building
- Improve interrelation among managers/associates to
achieve customer satisfaction
- How to interact positively with customers
-Create positive memorable experiences for all customers
- Create loyal customers
- Lecturette/Discussion
- PPT and Handout (as a
supplemental tool)
- Role Play
- Quiz
Will develop associates comfort
level to apply effective C.S
techniques previously learned.
Additionally, it will be increased a
long-lasting customer/ company
relationship, company profits
and moral.
Module 4- Dealing with Disgruntling Customers
- Complaint resolution.
-Your mood should not dictate your manners.
-Dealing with angry or rude customers effectively.
- PPT and Handout
- Role Play
- Quiz

19. Build confidence to effectively
solve difficult situations with
customer whenever they arise.
Module 5- On- the-Job-Training
- Role Playing
- Role Playing
- Shadow an experienced
employee to observe
- training-on-the-job
This will help the employees to
increase confidence with customer
services techniques, and will help
the store to achieve a high level of
customer service satisfaction.
10
Time Allocation
Module Day Duration & Time Allocation
Module1- Introduction to Customer Service and
Company Standard
Tuesday 6 ½ hours session (8.30am-4.30pm), Includes:2- 15
min coffee break- morning and afternoon and 1hour
lunch 12pm-1.00pm)

20. Module 2- Relationship Building Wednesday 3½ hours session
(8.30am-11.45pm) -10min
coffee break.
Module 3- Relationship Building Wednesday 3½ hours session
1.00pm-4.30pm)
10min coffee break.
Module 4- Dealing with Disgruntling Customers Thursday
4hours session (8.30am-12.00pm)
10min coffee break.
Module 5 – On- the- Job Training First 30 days of
employment after receiving the training
Number of training
The training program will consist of five training sessions
offered Tuesday through Thursday. It will be
provided initially to the 75 current customers service associates
in one of our stores located in Coral Spring,
Florida. In order for associates to receive the appropriate level
of training, the training session will have an
availability for a maximum of 15 trainees per session. Training
will be available for a period of five
consecutive weeks for current employees. Training will be
scheduled for new customer services associates
on a monthly basis within their first week of employment.
Based on availability, trainees will be able to
choose their preferred week to attend to the training. In order to
successfully complete the program, trainees
will must attend to all four sessions.
Voluntary or Mandatory Training

21. The training will be mandatory for all current and new hire
customer service associates. Associates will be
scheduled during their normal work schedule for training.
According to the company standards, all associates
are required to provide an outstanding customer service,
therefore training is essential for them to perform
successfully their job. Certification of accomplishment will be
issued after successful completion of the four
training modules.
On or Off-Site Training
Training will be conducted on-site by a company appointed
instructor. The training room be assigned at one
of the conference rooms available from each store. All customer
service employees will take their training at
their current store.
Trainee Reaction Objectives
• Increase motivation among employees to create a positive
engagement with customer service culture
within the organization.
• Will commit to grow customer service satisfaction.
• Build the excitement for being a part of one of the 500 fortune
company.
• Demonstrating the expectations for delivering outstanding
customer service
• Improve the level of confidence among employees when
assisting customers.
• Develop associates comfort level to apply effective CS
techniques previously learned.
• Build confidence to effectively solve difficult situations with
customer whenever they arise.

22. 11
Learning Objectives
Upon completion of training, Walmart’s new hire and current
customer service associates:
• Will be able to correctly list the basic rules of customer
service etiquette when interacting with costumers.
• Will be able to correctly identify some of the active listening
techniques mentioned throughout the
training and match them with appropriate scenarios.
• Will be able, after reading a scenario of a poor/ unsatisfied
customer service, to identify orally what is
wrong in the scenario, and explain how to surpass the service.
• Will be proficient with store operations, items location and
products sold.
• Will be able to recognize the impact their service have on the
store’s image and sales.
Transfer of Training Objectives
Upon completion of training, trainees:
• Will be able to successfully apply the skills learned through
training modules.
• Will be able to provide customers with a positive and
memorable shopping experience.
• Will display confidence whenever they are asked questions by
customers.
• Will be knowledgeable to properly handle customer
complaints.
• Will develop long- lasting and loyalty relationship with

23. customers.
• Will be proficient in systems used, store layout, operations
and products sold.
Organizational Objectives
Upon completion of the effective delivering of a customer
service training, the organization will benefit from:
• Three months after training there will be a 70% drop in
customer complaints.
• Increasing associate’s self-confidence.
• Increasing store sales and percentage of customer’s
satisfaction.
• Increasing employee’s loyalty, better working environment,
and commitment with the organization.
• Align company vision/mission with employees’ individual
goal within the organization.
TRAINING METHOD
In order to effectively change trainees attitude, motivate, and
help them to acquire the necessary knowledge
and skills from the training to efficiently increase their
productivity and perform more successfully in their
job, a combination of training techniques will be used for this
customer service program.
Lecture/ Lecturette
Lectures will be used to introduce the training material to the
trainees, to create understanding of each
module, and to influence attitudes related to the topic within
each module. The lecture will begin with an
introduction that will lay out purposes, objectives, agenda of
the lecture, and the order in which each topic

24. will be covered. Throughout each module the presenter will
emphasize the importance for the company on
performing an outstanding customer service, as well as the
benefits and the values of the training, in general.
12
Discussions
Open discussions will be used during and after the lecturette in
each module. Discussions will generate
participation among the trainees. It will allow an interactive and
engaging training. It will also allow
reinforcement of the learned information from the lecturette.
Employees will have the opportunity to interact
with the trainer, they will be able to express their concerns,
asking questions, and discussing past experience
with other trainees. The trainer will be able to find out what
trainees think or have learned and how these
learned skills are working for them on the job.
PowerPoint Presentation
The PowerPoint will be used in conjunction with the lecturette
method. Making the training more interesting
by using PowerPoint as a visual aid for what it will be orally
covered within each module will help improving
the employee's focus on the modules content. Power Point will
be used through each module with the purpose
of providing the associates greater visual impact and a better
support for the understanding of each subject

25. within the module.
Handouts
Printed handout will be additionally provided for each module
to enhance the lecturette method. The handout
will be use as a learning reinforcement of the information
provided during the lecture session, also it will
facilitate trainees the opportunity to takes notes, if they want to,
and more important, it will remain as a good
source for the participants to review it for future references.
Computer-Based -Training
The training will incorporate Interactive CBT’s - Using the
integration of visual and auditory stimuli, videos
as a part of the CBT can present different types of information
quickly while giving the chance for employees
to easily review it. Narrative instructional videos help
employees to understand the concepts and ideas related
to customer service, the importance for the company of
providing a good service and the behavior expected
when employees performing services in the store. The CBT’s
contains programmed instruction and
interactive media components. Each associate will have access
to the e-learning portal only accessible on
company’s computers. The learning management system will
keep track of which activities are completed
and which still are pending.
Role-Play
Through spontaneous role-plays, the trainees will be asked to
model different scenarios that they may
encounter later in their future as a customer service
representative. Role playing will be use with the purpose
of emphasizing how the trainees need to perform in their job.
For instance, trainer may be asked to a voluntary
trainee to role-playing on how to effectively deliver a good

26. service to a disgruntling customer. Simulating
the situation with their peers provides a very easy way for
associates to asking questions and practicing their
interpersonal skills while honing customer service skills.
Feedbacks from the trainer as well as from
observers will assist in making sure that the role-play scenario
is being handled professionally and
effectively.
13
On-The-Job-Training
On-the-job-training will allow the trainees to enhance the
retention of the learned material and to apply the
knowledges acquired from the training modules to their real job.
The new associate will be assigned to
shadow an assigned on-the-job instructor, which in this case
will be an experienced associate, most likely
rated as a role model in evaluations or someone in a position
leading to management. The trainees will be
applying the learned procedures, techniques and behaviors
discussed during the training with store’s
customers, while the on-the-job instructor will be observing
their interaction with the customers and
providing feedbacks to strengthen the positive behavior. On-
the-job training represents a great opportunity
for hands on learning, transferring of knowledge form the
modules in to the training, and the opportunity for

27. role models to train others.
TRAINING DEVELOPMENT
Facilities
All customer service training will be taking place within the
retail location where the associate works. The
room will be configured in U-shape layout. This arrangement
will encourage collaboration and participation
from all trainees. Additionally, it will be the best arrangement
to view the audio-visual presentation
supporting the training material. Furthermore, it will perfectly
work for the role playing and other physical
activities incorporated in the training modules. The training
room will be equipped with the IT infrastructure
necessary to incorporate media and administer CBT’s session
for each module.
Training Room Diagram Configuration

28. 14
Trainer
The training will be conducted by an experienced training
manager from the corresponding facility who will
not only possess an extensive knowledge of the company, but
also has succeeded in constantly motivating
the employees to effectively providing good customer service,
regardless of the circumstances.
Equipment
• Computer, LCD projector and projection screen for
PowerPoint’s presentations.
• Wireless and Internet access.
• Electronic devices such as laptops for all trainees in the room
to perform the CBT session of the
training.
• Instruction sheet.
• Handouts with information and activities provided throughout
the training.
• Office supplies (pen, pencil, markets, staplers, notepads).
• Snack and refreshment will be offered to participants.
TRAINING EVALUATION
Effectiveness of Training
In order to ensure that your training remains aligned with your
business objectives you will need to measure
its output in some way. Training evaluation is an essential
technique of gathering feedback and information
on what participants thought of the training, how they
performed in the assessments that were part of the

29. training and how they will subsequently be able to transfer what
they learned in the training into the
workplace. Role-playing as well as questionnaire will be used to
determine the effectiveness of the training
program. The feedback gathered from the training evaluation
will be used in order to ensure that the training
remains aligned with the desired business objectives or if any
change is necessary to be made.
Measuring Transfer of Knowledge
Reaction- At the end of each module, reaction questionnaires
will be taken to evaluate trainees’ attitude,
perception and reaction regarding the relevance of the training,
the training facilities, the training equipment,
and the trainer’s actions. (See Appendix I)
Learning- Trainee’s will demonstrate grasping their learning
knowledge from the different modules
discussed in the training through their result on the quizzes
taken after each module, and their abilities to
effectively demonstrate the learned material in the role-playing
demonstration.
Transfer- The trainees will demonstrate their abilities to
effectively communicate with the customers at the
store. Immediately after training completion, employees will be
applying the knowledges acquired from the
training to their job. They will be confidently asking open-end
questions to the customer, suggesting product
to the clients if they are asked for it, and properly handling
difficult situations whenever they arrive.

30. 15
Organizational- Organizational objective will be measured by:
• Drop percentage in customer complaints
• Increase in customer’s satisfaction
• Increase in store sales and profits
• Increase in associate’s self-confidence/morale/
satisfaction/loyalty/commitment/turnover
16
Appendix I
Training Evaluation Survey
Thank you for attending our recent training class. We would
like to hear your feedbacks about the training, so that
we can continually improve the training experience for future
attendees.
Instructions: Please check the appropriate box below based on
your level of satisfaction with the statement listed
from 1- 4.

31. Overall how would you rate the training class?
1. � Excellent
2. � Good
3. � Fair
4. � Poor
Please rate the following aspects of the trainer
Excellent Good Fair Poor N/A
Did your trainer have a thorough grasp of the subject
Did your trainer actively invite questions
Did your trainer clearly answer any questions
Was the trainer prepared for the class
Was the trainer professional
Did the trainer stay focused on the material he/she was teaching
Was the trainer knowledgeable of the content being presented
How would you rate the overall skill of the trainer
Please check the appropriate box for the training evaluation.
Excellent Good Fair Poor N/A
Did this training meet your expectations
Were objectives of the training clearly defined
Were the material support distributed informative and helpful
Was the levels of instruction appropriate
Was the length of the modules appropriate
Was the content organized and easy to follow
Did your training begin on time
What is your overall level of satisfaction with this training

32. Please add any additional comments that you would like to
share to help us improve our trainings.
_____________________________________________________
_________________________________________
_____________________________________________________
_________________________________________
17
REFERENCES
Demman, T. (2016, March 01). 10 Retailers with the Worst
Customer Satisfaction. Retrieved January 27,
2017, from http://risnews.edgl.com/retail-news/10-Retailers-
with-the-Worst-Customer-
Satisfaction104659
Walmart. (n.d.). Retrieved January 27, 2017, from
https://www.wikiwand.com/en/Walmart
Company Facts. (n.d.). Retrieved January 27, 2017, from
http://corporate.walmart.com/newsroom/company-facts

33. Ferguson, E. (2015, August 12)- Updated Jan 7,2017. Walmart’s
vision, mission, generic & intensive
strategies - Panmore institute. Retrieved February 12, 2017,
from Business, http://panmore.com/walmart-
vision-mission-statement-intensive-generic-strategies
Blanchard, P. N., & Thacker, J. W. (2013). Effective training:
systems, strategies, and practices (p.237-
238). Boston: Pearson.
MAN 6359
Effective Training Plan Template
Directions
• This document is to be used as a template for both:
o The end of the semester Training Program.
o The Team Training you will be conducting in class.
• You must ensure that you cover all sections included in this
template.
• Full credit on this project will depend on both the
completeness and
comprehensiveness of your training program in following this

34. template.
• This template parallels the chapters in your text.
o References and information needed to accurately complete
these sections
can be found in the text and will be facilitated during our
lecture sessions
and team break out sessions
• It is the student’s ultimate responsibility to ensure that they
are well read
and informed of all the text-based content and information
needed in order
to complete both projects.
---------------------------------------------------------------------------
---------------------------------
Sections
1. Introduction
a. A two-page introduction that informs the reader as to why
you chose the
specific subject matter you did?
i. Why is the training important?
ii. What is the utility of the training?
iii. What impact will it have on the firm?
b. What applied effect and consequence will it have for both the
organization

35. and your own personal development?
c. Simply stated, who, what, where, when, and why you are
doing the
training.
---------------------------------------------------------------------------
---------------------------------
2. Training Needs Analysis
a. Inputs
i. Organizational Analysis
1. Data Sources
2. AP-EP→ PD
3. Measured and expressed at each variable.
ii. Operational Analysis
1. Data Sources
2. AP-EP→ PD
3. Measured and expressed at each variable.
iii. Person Analysis
1. Data Sources
2. AP-EP→ PD
3. Measured and expressed at each variable.
b. Summary of Identified Performance Discrepancies
i. Based on your analysis of the above three levels within the
organization…
ii. What were the discrepancies apparent between the actual and
expected performance at each level?
c. Decide what are the training needs

36. i. What can be addressed through training? What cannot?
---------------------------------------------------------------------------
---------------------------------
3. Training design
a. Design Table
i. Three columns
1. Modules
2. Methods / Delivery
3. Objectives from 4 level objectives
b. Design
i. Method of training to be used
1. Creating a link through theory and support as to why your
chosen methodology suits your training.
ii. Time allocation
iii. How will the training be administered and allocated to allow
for
the best outcome possible (considering restraints as well)
iv. Number of trainees
v. Voluntary or Mandatory training
vi. On or off-site training
c. Training objectives
i. Trainee reaction objectives
1. Affect / Motivation / Need / Attitude

37. ii. Learning objectives
1. Pre and Post Training Retention and Effectiveness
2. What do you want the trainees to learn?
iii. Transfer of training objectives
1. Future oriented / Job related transfer of training to the
actual job behavior.
2. What do you want the trainees to do change/do on the job?
iv. Organizational objectives
1. Aggregated effects of training in overall organizational
outcomes
2. How is your training going to impact the firm as a whole?
---------------------------------------------------------------------------
---------------------------------
4. Training method
a. Which method best suits your goals and why?
i. Lectures, discussions, and demonstrations
ii. Computer based training
iii. Simulations
iv. On-the-job training
b. Whatever choices you make have to be supported with theory
and utility.
c. Specificity and linkage to your actual training is required and
crucial here.
---------------------------------------------------------------------------
---------------------------------

38. 5. Training development
a. How do you put it all together?
i. Facilities
ii. Trainer
iii. Equipment
b. How do you best combine method and development to create
an effective
training intervention?
---------------------------------------------------------------------------
---------------------------------
6. Training Evaluation
a. How will the training intervention be evaluated?
i. Effectiveness?
ii. Transfer?
iii. Across all 4 levels of the training
1. Reaction
2. Learning
3. Transfer
4. Organizational
iv. You must use the objectives from your design section as
metrics to
ensure proper evaluation.
b. What metrics will you use effectively and accurately measure
outcomes?