Customer Service and Training

The Verizon Wireless Corporate customer service department has been receiving poor customer service ratings and complaints from customers at our retail stores and via the call center. Verizon Wireless Corporate is a reputable organization that is committed to offer customers the most reliable service on the nation’s best wireless voice and data network. Because of its widely known reputation management needs to be aware of these issues and take action immediately. In order to move forward, we must evaluate the training process and proceed accordingly. Our first task is to conduct a training needs assessment for Verizon Wireless Corporate. We begin with the organizational analysis. Due to the high sensitivity of complaints, management will be under full advisement of the training process. “Verizon Wireless’ integrity in the marketplace is a key component of our reputation for trustworthiness and service.” Because of its credo on integrity, training should be taken very seriously to live up to its value and fall under its business strategy with keeping to it’s’ policies and procedures. Resources must be made available in order to maintain Verizon’s reliable service reputation status in its communities. In order to maintain the high standards demanded from our associates the training staff is recommending keeping these training modules within the company. To keep training costs at a reasonable level, we intend to utilize an interview technique. This will enable the training staff to work at an efficient pace that won’t interfere with obscure schedules. Another cost effective technique will be the use of online technology. We will establish a working relationship with NETG, a company which provides online services for various training modules. It is highly recommended and been used with other big companies such as Koch Industries, Inc, Blue Cross Blue Shield RI (BCBSRI), and Unisys. We will be able to design specific training outlines targeting customer service

References: Charney, C. & Conway, K. Tool: Calculate the Cost and Benefits of Training. (2005). Retrieved from: http://www.workforce.com/section/11/article/23/95/44.html Classroom Teachers. (1996). Retrieved from: McGahee, T Verizon Wireless Code of Conduct, Retrieved December 1, 2009 from http://aboutus.vzw.com/pdfs/Code_of_Conduct.pdf