Carol Pallie, the manager of Express transport company, contacted TAFE about providing training to her staff. She explained that the company has experienced client complaints since starting operations a year ago. Staff lack skills in customer service, business computing systems, and adapting to new technologies recently implemented. Carol believes training could help staff work together better to provide a more client-centered experience and address the issues that have been frustrating customers. She detailed complaints clients have made and comments from staff who find the new systems difficult to use. Carol hopes TAFE can design tailored training to get all staff "on the same page."

1. TAA40104 Develop and Design learning programs 1
1. Transcript of initial telephone conversation with Carol Pallie about
perceived problems at the enterprise she manages.
.
First phone call
Hi, I got your number from the TAFE web page.
I would like to talk to you about some training.
As we are on voice mail I will just outline what I want.
My name is Carol Pallie.
I am the recently appointed Manager for Express which is a
new provider of transport services in Crystal Hills, 5 kilometers
from the Sydney CBD. We have been in business at this site
for about a year and a half.
The company consists of the main office and support service
centre situated in the owner’s house, and a warehouse and
yard behind. We are aiming at becoming a state-of-the-art transport company.
The company provides a wide range of specialty transport services. Our support
service centre also caters for moving supplies, packaging etc
I saw your add in a local newspaper and remembered
my own experience going to TAFE. So I thought the
Express staff might benefit from some tailored training
that will get them on the same page, so as to speak.
In my opinion there are a number areas that new and
existing staff need to improve. Probably around the
business computing systems and basic customer service skills that will be needed to
get the business up and running.
As Manager, I have received a number of client complaints already. Unfortunately,
there have been some disconcerting reports from our new clients. Even though the
business has only been operating for a short time, we've managed to make some of
those clients very unhappy and dissatisfied with the services we're offering.
The bottom line is I have a need to build a better client centred culture – see I have
remembered a few things from my Diploma in Business after all!
We have a state-of-the-art laptops that are now networked and have just upgraded
all the computers to Microsoft Office 2007 and have established an internet and
intranet presence.
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2. TAA40104 Develop and Design learning programs 1
I will just tell you a bit about the staff. I have a receptionist who also answers emails
and looks after walk-in customers and phone orders; an accounts person; two store
people and 6 drivers; 2 male and 4 female.
Lyn is a great receptionist, so I don't think it's her fault. I think it's more likely some
members of the team feel their job description doesn't cover being a receptionist, or
administration support or handling customer complaints. In fact, they're all a little
touchy on the subject of information sharing and how it should be provided to clients.
They believe this should be done at the front desk. Realistically, Lyn can only do so
much.
The only real feedback we are getting from our clients is:
• they feel no one listens to them,
• they're fed up with having to repeat themselves, and
• a general feeling of irritation due to not receiving email responses in a timely
manner
• general messy look of our office and warehouse.
I wanted the business to be environment friendly so I installed all the Microsoft
software for them last week so we could replace the paper records we have been
using and I have told them at least twice what to do with client complaints but I still
get comments like:
• I don’t feel comfortable dealing with difficult customers, it’s not my fault that
things go wrong
• We get so much email now that we have a web page - I just can’t manage
• I find the new instant messaging software difficult to use and this office 2007
is so different from what we were using before
• The change from a paper based record system to a computer based system
is really difficult.
• Where do I find the electronic version of the forms now?
• You want us to be environmentally aware but we don’t know what you’re
talking about.
The staff are a diverse group of people, mostly over 35 yo - I'm sure you'll find them
interesting and a lot of fun to work with.
Nice talking with you. Get back to me soon.
Get back to me soon.
Cheers
Carol
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