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This is where the company could have possible candidates go through a pre-hire test that will determine their levels of knowledge. At which point, the employees can then be divided into different levels of training ranging from experienced to inexperienced. Where, those that are the most experienced will receive on the job / in house training to prepare them for the position. While those employees who require more extensive amounts of training could be sent to the company training facilities, to be introduced to the various company policies / procedures and technology. The objectives for this position are: to ensure that all customer service representatives can be able to work independently, with little to no supervision. The techniques that the company should consider using, is augmenting the existing training that new employees have received with company specific training. Where, an evaluation will help management identify how many experienced customer services agents can be ready to go, with minor amounts of training. Those who require more in depth training would go through the more formalized training that company has. This would involve: a 9 to 12-month training program, including an apprenticeship with experienced customer service representatives. The training should be flexible, with random follow ups occurring every three to six months. ("Summary Report," 2010)This is where management will pose as passengers and will test the customer service representative, under a variety of situations.
In general, the training program should...
The reason why such a time table was selected was: to ensure that Oceana is continuing to keep up with changes that are occurring in the industry. This means, that because of various economic conditions and the financial health of some airlines, there could be times that highly trained customer service representative become available. When this happens, the training program needs have flexibility by building off of an employees experience and training. Over the course of time, this will allow the training procedures that company is using to adapt to a variety of employee needs. This will help make the customer support stronger in these different hubs, because the company prudently monitored the overall experience of the staff that they had working in these locations. Those who had the most experienced and could easily be retrained would be the first customer service agents. Then, as the less experienced employees become trained; they will become a valuable asset that will help enhance the customer experience at these different hubs. This is just one way that Oceana can be able to increase the professionalism as well as experience of customer service agents in: Tampa, Houston, St. Louis, and Atlanta.
Bibliography
Employee Benefits. (n.d.). Retrieved March 22, 2010 from American Airlines website: http://www.aacareers.com/us/frame_index.htm?benefits.shtml
Summary Report. (2010). Retrieved March 22, 2010 from One Net website: http://online.onetcenter.org/link/summary/43-4181.00
Bibliography
Employee Benefits. (n.d.). Retrieved March 22, 2010 from American Airlines website: http://www.aacareers.com/us/frame_index.htm?benefits.shtml
Summary Report. (2010). Retrieved March 22, 2010 from One Net website: http://online.onetcenter.org/link/summary/43-4181.00
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