Learning objectives: To understand the importance of customer service, develop communication skills and to learn strategies to handle challenging customer situations at H&M$.$

Target audience: New employees to H&M$.$

Prerequisites: No prerequisites are required for this training intervention.

Support materials:

Trainers:

Physical environment:

Preparation:

Evaluation: Online tests at the end of each e$-$module, role plays during the interactive with trainer part.

Transfer and retention: what will be done to ensure training content is used on the job?

Type of Training Content Duration

E$-$Module

$$ Understanding H&M Customer Service:

o Overview of H&M$\text{'}$s customer service philosophy and brand values.

o Importance of Customer satisfaction for business success.

o Role of new hires in delivering exceptional customer service.

$20-$minutes

Interactive with trainer

E$-$Module

$$ Communication Skills:

o Effective verbal and non$-$verbal communication techniques.

o Active listening skills.

o Using positive language and tone.

$20-$minutes

Interactive with trainer

E$-$Module

$$ Dealing with Difficult Customer Situations:

o Identify the different types of challenging customer situations.

o De$-$escalation techniques.

o Empathy and problem$-$solving skills.

$20-$minutes

Interactive with trainer

Training intervention program overview above.

You are a HR Training and Development Consultant, and have been asked to investigate training and development needs within H&M$.$ undertake a Needs Assessment based on advice provided to you by the Senior Management Team of a perceived gap $($Gap being customer service skills for new hires$).$ Based on the Needs Assessment you are to recommend a training $($or development$)$ intervention to redress a current gap or be proactive in anticipating a future HR development need. You do not have to physically undertake the stages of the Needs Assessment; however, you will need to simulate this has been undertaken and discuss. You are required to state your methods, document and present results accordingly to compile the Report and develop and deliver the presentation. $$report on the problem $($in relation to the perceived gap$)$; $$state the method$/$s$,$ and your rationale for selecting these methods, used to undertake theinvestigation; $$document the results of the investigation in an appropriate manner; $$critically discuss the results; $$justify the design of the recommended training and development intervention to address theverified need $($based on your results$)$ and to achieve the desired performance outcome$/$s; $$identify and discuss key scope, content and target group$/$s of the recommended intervention; $$discuss the financial implications of the recommended training and development intervention. write a business report with the following headings: $1.$ introduction $2.$ background $3.$ Gap trigger for needs assessment $4.$ methods $4\mathrm{.}1$ employee surveys $4\mathrm{.}2$ focus groups $4\mathrm{.}3$ technology $4\mathrm{.}4$ historical data reviews $4\mathrm{.}5$ interviews $5.$ levels of needs assessment $5\mathrm{.}1$ organisational level $5\mathrm{.}2$ job$/$task level $5\mathrm{.}3$ Person level $6.$ results $7.$ training intervention $($justify the design of the recommended training and development intervention to address the verified need $($based on your results$)$ and to achieve the desired performanceoutcome$/$s; identify and discuss key scope, content and target group$/$s of the recommended intervention$)8.$ resource implications $9.$ recommendations