THIS PRESENTATION IS BY

METRIC CONSULTANCY LTD.

A PROFESSIONAL

Global ORGANISATION

In

Research, Training & Consultancy

WELCOME

Evaluate Design the training

program

Conduct the

Training program

Our Framework for Training

Research

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

Rural marketing : Overcoming risk aversion to maximize sales, promotional strategies & tactics, in - sit - u training of sales teams

New products : Concept testing, product positioning, promotion, evolving new product concepts using Dr. Kano’s theory of two dimensional quality

Societal research: Planning, monitoring and evaluation of public policies and developmental projects, Participative rural appraisals (PRA)

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

METRIC’s areas of expertise

METRIC’s 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 up-

gradation.

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.

What makes the difference with METRIC

in training

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 :

building

Competence

to Deliver

Best Service

developing

Customer

Centric

Attitude

increasing Sensitivity

to Customer

Needs

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

GENERAL SKILLS ATTITUDE PERSPECTIVE

Active

Listening

Relationship

Building

Team

Work

Consultative

Selling

Market Trends &

New Challenges

Changing scene

of Retailing

Role of Dealers’

Service person

Breaking Free

of

Self Imposed

Constraints

Becoming Aware

of Learning

Needs

Customer

Orientation

Body

Language

Dress

sense

SPECIFIC SKILLS

Delivering products Answering Objections

Safety advice

METRIC programme model for training

GENERAL SKILLS ATTITUDE PERSPECTIVE

Active

Listening

Relationship

Building

Team

Work

Consultative

Selling

Market Trends &

New Challenges

Changing scene

of Retailing

Role of Dealers’

Salesperson

Breaking Free

of

Self Imposed

Constraints

Becoming Aware

of Learning

Needs

Customer

Orientation

Body

Language

Dress

sense

SPECIFIC SKILLS

Delivering products Answering Objections

Safety advice

METRIC programme model for training

GENERAL SKILLS ATTITUDE PERSPECTIVE

Active

Listening

Relationship

Building

Team

Work

Consultative

Selling

Market Trends &

New Challenges

Changing scene

of Retailing

Role of Dealers’

Salesperson

Breaking Free

of

Self Imposed

Constraints

Becoming Aware

of Learning

Needs

Customer

Orientation

Body

Language

Dress

sense

SPECIFIC SKILLS

Delivering products Answering Objections

Safety advice

Approach and Methodology

Thoroughly understand product features and

benefits

‘Dip-stick’ research to understand target group’s

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

Case Study

Games & Puzzles

Group Discussion

Lecture

Out-bound Exercise

Mock Exercise

Role Play

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)

Client : HPCL.

Target Participants : Dealers

Training Agenda : Improved Customer Service

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 : Caltex Gas (India) Pvt. Ltd.

Target Participants : LPG Distributors’ Delivery Boys

LPG Distributors’ Counter Staff

Training Agenda : Improved Customer Service

Other Training Program in 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