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Training and Development

In: Business and Management

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Team B will discuss a development and training issue for AT&T that can be improved within the program. Team B will use the five step process to develop the plan. Team will consider AT&T’s training needs. Team B will then discuss how we would design the training plan. Team B will follow the previous objective by discussing the training mediums outlined in the syllabus. Team B will further discuss how the training will be implemented and maintained within AT&T. Team B will then provide an evaluation on how effective we thought our training and development plan would be and how we would maintain it to remain valuable to the company.
Needs Assessment A needs assessment approach, which is a exploration of the way things are and the way they should be, need to be completed about the training needs of the company chosen by our team, AT&T. The assessment should include organizational and individual performance (Rouda, 1995). AT&T, has focused on customer satisfaction in their many Company Owned Retail (COR) locations. The company vision is connecting people with their world everywhere they live and work and to do it better than anyone else. The goal is to train every Retail Sales Consultant continuously by using a policy known as The Customer Rules. A Retail Sales Consultant will need to be trained on the following:
• Taking ownership. Show the customers are valued.
• Be Responsive and Deliver: Listening to our customers and delivering results.
• Do It Right: Deliver quality customer service the first time, every time.
• Make It Seamless: Showing their customers the company is one team.
• Meet Our Commitments: communicate follow through, working hard to keep promises. Training needs will also concentrate on the Five Key Behaviors. They include:
• Welcoming customers into their stores with a warm, friendly and genuine greeting.
• Use

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