In developing a training program, it is necessary to determine what the main objectives of such a program would be. First, I would recommend that upon completion of a training program, representatives would be capable of keying orders at very high accuracy rate, perhaps as much as 98% or 99%. This is an important objective, because problems in size, features, and color selection account for 78 percent of merchandise returns. Of these errors, 54 percent were the result of data entry mistakes.
Secondly, upon completion of a training program, representatives should be able to display a positive attitude and utmost
professionalism when dealing with customers, unless customer exhibits inappropriate or abusive behavior. Improving the overall attitude of customer service representatives may have a direct effect upon the customer's view of Backwoods, and would aid in the completion of the third objective.
The third and final objective is to understand sizing and features of all Backwoods' products, as well as differences in sizing among products. Also, representatives should be able to relay these guidelines to a customer in an understandable fashion. This would prevent confusion and ordering mistakes on the...