HR 105 Module 5 Written Assignment
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School
Pima Community College *
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Course
105
Subject
Information Systems
Date
Dec 6, 2023
Type
docx
Pages
2
Uploaded by LieutenantOyster1972
"
Training Customer Service Team Members at Valvoline Instant Oil Change
"
Valvoline has been providing excellent training to its employees for many years and has
even been recognized several times by the Association of Talent Development, Valvoline wants
to continue to provide their exceptional training to its employees. The training team wants to
continue providing award winning training to its customer service team hitting 5 points to the
trainees,
“
smiling when a customer arrives, waiving when a guest leaves, opening car doors,
introducing the manager, and responding
“
Happy to help!
”
when a customer thanks them
” (Noe,
2023
(
There are many technology-based trainings that Valvoline can choose from to provide
training to their customer service employees. One of the technology-based trainings that I would
recommend to Valvoline for their customer service employees would be using as learning
management system. The company could track what training courses they have completed
required by them. At the end of the training course, they could provide an assessment to test their
knowledge. It can also
“
Use interactive exercises:
LMSs can be used to create interactive
exercises that allow your customer service representatives to practice their skills. This is a great
way to ensure that they are able to handle customer inquiries effectively.
”
(The Green LMS
2023) Another recommendation that I would give Valvoline would be to use mobile learning, the
employees will be able to access their training from anywhere and anytime,
“
the instructional
resources are accessible through a mobile device such as smartphone, notebook computer, iPad,
or even wearables such as Google Glasses
” (Noe 2023
(
Some of the learning features that I would include would be giving the employees the
ability to redo the training if they feel they need more practice, being able to give the employees
the chance to practice or go through a training until the feel comfortable would give them the
confidence they need. Another learning feature that I would include would be the ability to
collaborate with other employees, the reason for that is that they could role play, role play
different scenarios on how they will be with customers in good and bad situations
.
Reference
Noe, A. M. (2023) Employee Training and Development (9th ed.)
Mcgraw-Hill Education
LMS, T. G. (2023, August 2).
How learning management systems can improve customer service
training. LinkedIn. https://www.linkedin.com/pulse/how-learning-management-systems-can-
improve-customer-service
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