WELCOME

THIS PRESENTATION IS BY

METRIC CONSULTANCY LTD. A PROFESSIONAL Global ORGANISATION In

Research, Training & Consultancy

Our Framework for Training

Research

Evaluate

Design the training program

Conduct the

Training program

METRICs areas of expertise

Customer value management: Measurement & monitoring of customer satisfaction, strategies for maximizing customer value & building customer centric organisation Channel management: : Channel evaluation, designing channel architecture, credit rating of dealers, improving conversion at the counter Overcoming risk aversion to maximize sales, promotional strategies & tactics, in-sit-u training of sales teams Concept testing, product positioning, promotion, evolving new product concepts using Dr. Kanos theory of two dimensional quality Planning, monitoring and evaluation of public policies and developmental projects, Participative rural appraisals (PRA)

Rural marketing:

New products:

Societal research:

Employee satisfaction:

Identifying aspects, measuring satisfaction, benchmarking, identifying action urgent areas

METRICs training division

Core Assets for Training

* Faculty of 35 trainers organised in three groups viz,
programme designers, senior faculty and support faculty

* 50 case studies based on real life experience.

* 120 structured exercises adopted to local conditions

* 3 films produced in collaboration with EMRC (Education Media Research Center), University of Pune.

* 60 especially developed training soft wares

What makes the difference with METRIC in training

Organization

Research, training & consultancy, all under one roof.

In - house full time trainers; continuous training and development. Continuous process evaluation and upgradation.

What makes the difference with METRIC in training

The training module

The training module is derived out of

Actual observations. In-depth interviews with the managers. Focus group discussions with the customers. Therefore it reflects the actual training needs.

What makes the difference with METRIC in training

The training module

Pedagogic methods are apt for 1. type of participants and 2. suitability to the topics. The training modules are:
Prepared in a very participant friendly manner.

Very simple and easy to understand language is used.

What makes the difference with METRIC in training

Faculty

Our faculty members are very good trainers.

What makes them so good? Involvement in qualitative research specific to the participants training needs. Compulsory first hand feel of participants working situation.

What makes the difference with METRIC in training

Faculty

Extensive trainers training before every training programme

Multilingual training capabilities. Belief in the subject and the process. Passion and commitment about the purpose Line experience.

The conceptual framework of customer orientation training

What determines the behaviour of an employee ?

Perspective Attitude Sensitivity

Roles & Responsibilities

Behaviour

Competence

Work Hygiene Conditions

Organizational Culture

Personal Goals

The priority areas requiring attention, as revealed by our qualitative research are :

Perspective

Attitude

Sensitivity

Roles & Responsibilities

Behaviour

Competence

Work Hygiene Conditions

Organizational Culture

Personal Goals

Training for better service delivery will involve :

developing

Customer Centric Attitude

increasing

Sensitivity to Customer Needs

building

Competence to Deliver Best Service

Behaviour

Developing customer centric attitude is done by

Role plays that reveal to the participants their robotic behavior Exposure to non verbal communication, body language, active listening which helps the participants to be more communicative

Increasing sensitivity to customer needs is done by

Creating openness to new influences.

Creating a need for change : What is to be gained ?

Removing barriers to receipt of signals : Eliminating fear of negative signals - fear of involvement. Making them willing to recognize ignorance.

Building competence to deliver best service is done by

Improving communication skills. Fine tuning the process of delivering the products. Making them the safety advisors. Techniques of dealing with agitated customers.

METRIC programme model for training

For Mechanic/ Service Staff/ Complaint Handling Staff

PERSPECTIVE Market Trends & New Challenges

GENERAL SKILLS

ATTITUDE

Active Listening
Team Work

SPECIFIC SKILLS Delivering products Answering Objections Safety advice

Body Language

Breaking Free of Self Imposed Constraints

Changing scene of Retailing

Dress sense

Relationship Building Role of Dealers Service person

Consultative Selling

Becoming Aware of Learning Needs

Customer Orientation

METRIC programme model for training

PERSPECTIVE Market Trends & New Challenges

GENERAL SKILLS

ATTITUDE

Active Listening
Team Work

SPECIFIC SKILLS Delivering products Answering Objections Safety advice

Body Language

Breaking Free of Self Imposed Constraints

Changing scene of Retailing

Dress sense

Relationship Building Role of Dealers Salesperson

Consultative Selling

Becoming Aware of Learning Needs

Customer Orientation

METRIC programme model for training

PERSPECTIVE Market Trends & New Challenges

GENERAL SKILLS

ATTITUDE

Active Listening
Team Work

SPECIFIC SKILLS Delivering products Answering Objections Safety advice

Body Language

Breaking Free of Self Imposed Constraints

Changing scene of Retailing

Dress sense

Relationship Building Role of Dealers Salesperson

Consultative Selling

Becoming Aware of Learning Needs

Customer Orientation

Approach and Methodology

Thoroughly benefits understand product features and

Dip-stick research to understand target groups motivations and training needs Set measurable targets in consultation with client

Develop training syllabus and training software

Test through 'in-house' mock training programme

Conduct training programme

Collect feedback and share it with client

Methods used in Training

Audio-visuals

Out-bound Exercise Mock Exercise Role Play

Case Study
Games & Puzzles Group Discussion Lecture

Structured Exercise
Test

Our Capabilities
Our credentials for conducting simultaneous training programs all over the country and in different languages are already established During July 2002 to January 2003, we conducted up to 11 training programmes on a single day simultaneously for HP ( besides training programmes for other companies)

Training Program in Customer Service

Client : HPCL.

Target Participants

: Dealers

Training Agenda

: Improved Customer Service

Other Training Program in Customer Service

Client : Bharat Petroleum Corpn. Ltd.

Target Participants

: LPG Delivery Men Dealers Counter Staff

Training Agenda

: Improved Customer Service

Other Training Program in Customer Service

Client Target Participants : Caltex Gas (India) Pvt. Ltd. : LPG Distributors Delivery Boys LPG Distributors Counter Staff

Training Agenda

: Improved Customer Service

In-Sit-U training

In-Sit-U training:
Practical on the spot training at the dealerships Direct experiential learning no leakage from classroom to work place

Results are seen immediately problems of acceptance are nearly eliminated

All the team members are trained together building of team spirit

Assessment of training effectiveness

Methods for assessing the training effectiveness

Tests to check retention of knowledge. Structured feedback from the participants at the end of the programme. Pre and post programme analysis on pre decided parameters.

Thank you
METRIC CONSULTANCY LIMITED Florida Estate, Mundwa, Pune - 411 036, India Phone : ( 020) 680 1135 Fax : 681 5513 Email: metric@vsnl.com www.metricconsultancy.com