Customer Service Improve Via Training Dept
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Transcript of Customer Service Improve Via Training Dept
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04/09/23 Mydin HR 1
Operation AkarAug 2005
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04/09/23 Mydin HR 2
Vision
• To improve Customer Service of Mydin• To improve working environment at
Mydin
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04/09/23 Mydin HR 3
Strategies
• Employ three strategies
a. Training Strategy b. Organization Development Strategy c. Learning Strategy
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04/09/23 Mydin HR 4
Training Strategy
• Training Strategy: a. Training Classes for Customer Service
b. Supervisory Skills
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04/09/23 Mydin HR 5
Org Development Strategy:
a.Mental Rehearsal for JMI Renovation 3 time a week
b.Operation Akar Committee Meeting every Wednesday
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04/09/23 Mydin HR 6
Customer Care Team
• Objective• A. Serve Customer• B. Retain customer• C. Manage Basket
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04/09/23 Mydin HR 7
Training Strategy: Customer Trg
• Customer Service Trg• 2 days• 10 Principles• Involved Case studies, Discussion,
Sharing• 291 people for JMI (from 12 July – 27
Aug)• 3 batches has gone thru the course• Good respond
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04/09/23 Mydin HR 8
Operation Akar
• Challenge to make JMI the role model• Provide a “Kedai Runcit” experience
that is “mesra dan rapat”• Focus on Internal and external
customer• We also have a Mascot: salina. We will
frame her. The only toy that hug by everyone in JMI.
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04/09/23 Mydin HR 9
Trg Strategy: Supervisory Skils
• 1 day trg• Focus on skills of • Delegation, motivation, discipline,
communication and work planning• Every Asst Supervisor, Supervisor, MT
and Eexcutive
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04/09/23 Mydin HR 10
Training Strategy: Decentralize Training Responsibilities
• Delegate the Induction program to HR of each branch. HR of HQ become R&D Center
• We hold “train the trainer” session:• “delivery skills” • content of Induction program
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04/09/23 Mydin HR 11
Training Strategy: Enlarge Network of Trainer
• Identify suitable internal employee to help training
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04/09/23 Mydin HR 12
2. Organization Dev Strategy: Focus Group
• Set up Focus Group• Teach them team building skills• Facilitate Discussion• For example: Cashier, SA, Store etc
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04/09/23 Mydin HR 13
Focus Group: Tackle Non Trg Issues to Improve Customer Service
• To improve org effectiveness, we focus on trg issue (10%) and non trg issue (90%)
• Juran Quality: 80% errors are due to Company system
• Faciliate discussion, follow up, deadline and person in charge
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04/09/23 Mydin HR 14
Focus Group: Tackle Non Trg Issues to Improve Customer Service
• SA serve customer: Implement Customer Care
Team – Pilot run for a month
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04/09/23 Mydin HR 15
Focus Group: Improve Buyer Bargaining Power
• Request to improve negotiation power through seminar
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04/09/23 Mydin HR 16
Focus Group: Improve Team Cooperation in IT
• Request to enhance cooperation
• Supervisory skills• Facilitate discussion to tackle
issues• Communication skills
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04/09/23 Mydin HR 17
Organization Dev Strategy: Project Management
• Use “Mental Rehearsal method” to facilitate project coordination and “share leadership” mode
• For example: Awana Executive Seminar, JMI Renovation
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04/09/23 Mydin HR 18
Mental Rehearsal
• Gather leaders• Mental Rehearsal for Job Function (improve
ideas)• Mental Rehearsal for Event Flow (coordination)• Mental Rehearsal: Finalizing Unfinished
Business• Physical Rehearsal• Briefing (Ground Rules, Ways of doing
things)
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04/09/23 Mydin HR 19
Results
• Finished 2 hours earlier in Zone 1• Cooperation among department – team
building and pleasant experience. (Operation Manager commented that it
is better than Giant. Never seen such a smooth process before)
• Request to do it in Selayang renovation
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04/09/23 Mydin HR 20
3. Learning Strategy: Team Learning
• The team focus on one subject matter and discuss the subject systematically
Sharing
Sharing
Sharing
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04/09/23 Mydin HR 21
3. Learning Strategy: Facilitate De Briefing
• Facilitate Discussion and de briefing of Team Building
• Participants learn the important of planning, organizing, communication through de briefing
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04/09/23 Mydin HR 22
Learning Strategy: Knowledge Management
• Intranet: provide Information and e Learning
• Community of Practice (CoP)• Teach Internet research to enhance
information management skills of employees:
• Discussion Group, • Expert Network (Virtual Library),
product sourcing like Alibaba, EC 21• Article and document etc
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04/09/23 Mydin HR 23
4. Consulting Strategy
• Housekeeping• Merchandising• Safety
• Implement in SKE by Nesan
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04/09/23 Mydin HR 24
Summary
1. Enlarge training dept function: Training, Learning, Consulting and Org
Dev2. Trg Stretegy: focus on critical skills3. Learning Strategy: knowledge
management (Oct)4. Org Dev: Focus Group and Mental
Rehearsal5. Consulting: SKE Project by Nesan