Management Case Study:

Lightning is a telecommunications company with 15 retail stores in Bahrain which has recently been receiving some criticism in the local and international media for poor customer service practices. There has recently been a significant increase in customer complaints and three members of staff have been dismissed for poor performance and conduct issues. The manager of one of the stores in Bahrain was upset after he was leaving his store one evening and a customer came up to him to complain about the service and conduct of the staff. The customer claimed that two members of staff had been seen fighting at work and some staff had been seen running up and down the shop floor. The customer said it never used to be like this the staff used to be kind and respectful to all customers, things have really changed. Perhaps its time I went to a different telecommunications store to buy my new mobile phone. The manager asked the customer to make a formal complaint so it could be dealt with fully. He also decided to implement a new training programme for the shop floor store workers in the store. He is concerned about the reputation of Lighting and is concerned to make sure this does not happen again?

Questions:

What is Training and why is it important specifically for Lightning Telecommunications? (6 Marks)

What Model might you suggest Lighting Telecommunications follow to deliver the new training programme. Briefly describe the components of the model including how can the company measure the effectiveness of the delivered training session? (8 Marks)

Name at least three topics you would suggest are covered in the Lightning Telecommunications Training Programme? What three methods of training would you use to deliver the topics to the staff at the company. (6 Marks) 1 mark for each topic and 1 mark for each method.