Developing a Training Needs Analysis Plan for a Workplace Team
Team Purpose and Goals:
To improve customer services skills making the everyday running of Dominos Pizza more financially successful, in order for us to do we must first look at what is valued in terms of customer service.
•Form - the product looks attractive to both prospective and repeat customers. •Time - the product is available when the customer wants it. •Possession - the product is easy to purchase and customers have ease of mind knowing that if they are unhappy staff will be happy to resolve the issue (Woods,W.A, Zemke, A, 1999)
In looking at these values the following goals have been established:
•Make a 4-5 star pizza in less than 30 seconds and have the pizza out of the oven in less than 8 minutes. •Demonstrate sound product knowledge and competent use of the Dominos Order System to be able to deliver professional customer service. •Answer all phone enquiries in fewer than two rings using the Dominos phone greeting as standard answering protocol. •Offering to up sell the $4.95 Coke and Garlic Bread side order with every order placed.
Job Titles and Roles:
The Training Needs Analysis and Training Plan is being based around Dominos Customer Service Representatives (In stores)
Dominos goals are listed as
•Be number one in Pizza
•Be Number one in People
•Sell more pizza, have more fun. (Dominos Pizza Website)
In a nutshell Domino’s wants to increase their profit by improving their customer service as a whole.
The role and minimum skill requirements of a Dominos Customer Service Representative are listed below:
•In person and over the phone customer service, being the face and the voice of the store. •Managing and tracking customer orders from the original order through to delivery of the product •Pizza making, including mixing of the dough, preparation of the ingredients, cooking and cutting of...