Course Project Overview

Training Needs Assessment

HSN Inc., also known as HSNi for short, is a $3 billion dollar innovative retailer that uses multiple channels to advertise its products. It all began in 1981 when HSNi began their broadcasting into living rooms making the shopping experience very unique. Then by 1985 the company was on national cable networks and local channels. The company, along with its subsidiaries, is involved in selling and marketing a wide variety of third party products and privately labeled products in the United States. Customer service representatives of the company will need to help build the customer relationship to make it different from its competitors while continuing the excitement that the on screen host and merchandise partner is creating that made them want to call in and buy the product. The company offers return shipping for free so it is important for the representatives to also verify addresses so that the cost of shipping is held to an acceptable standard.

Training Objective 1: Employees will actively listen to customer purchase requests and place the order to the item(s) requested as well as suggest additional items and tie in its value to the original item being ordered. (Ideally each call will remain between 3-4 minutes)

a. Performance or outcome desired: Build Rapport with Customers

b. Criterion of performance: Employees will create a connection with the customer so that they feel as though they are shopping with a friend and not just calling a faceless representative.

c. Condition: Employees will suggest a product that is compatible with the item being purchased and make a connection to the item of purchase by telling the customer how valuable the product is and how much they will enjoy it.

S: Specific: When a customer called in to order a specific pair of pants by the guest partner on the show the representative will suggest a pre-matched top or pair of shoes and then comment on how they both go so well together and you are sure he or she will look their best or “turn heads at the next party”. This is building rapport and shows the customer they are more than order takers.

M: Measurable: The upsell rate will be affected and a bonus will be paid as the ratio increases.

A: Attainable or Agreed Upon Each customer service representative will be made aware of the expected goal of 10% of upsells to calls and sign the agreement that they will offer the additional item when taking the calls.

R: Realistic: This goal can be attained by having the product knowledge that the team leaders and supervisors will supply at the beginning of every shift as help to the representatives to sell the additional products.

T: Timely: We do not want to increase the duration of the call however the additional opportunity to sell a product that was not being ordered will increase sales while keeping the customer on the phone for a minimal time so they do not have to call back once the additional item is shown in the hour time slot.

Training Objective 2: Employees will verify shipping addresses in order to eliminate products being return unnecessarily.

a. Performance or outcome desired: Improve attention to detail skills.

b. Criterion of performance: Employees will verify that addresses product(s) are to be shipped to be error-free 98% of the time.

c. Condition: This should happen during all calls when an order is being placed.

S: Specific: The system will verify the address based on the database. This must be checked and verified with a green checkmark for accuracy. If not correct the representative will review with the customer and if still not completing call must transfer to a team leader for an override.

M: Measurable: This will be based upon the current level of returns for incorrect address and an ongoing monthly analysis from the shipping and receiving department to be sure the levels are within acceptable range.

A: Attainable or Agreed Upon Customer service representatives will be monitored by their sales versus their returns and therefore they understand that they must complete this requirement or it is grounds for discipline.

R: Realistic: It is acceptable that perhaps a person will move or the address that a family member had is the old address and therefore as long as the shipping return rate stays below 5% it is acceptable.

T: Timely: The goal is to have the package on the doorstep of the customer within 3-5 business days and this can be met as long as the addresses are verified at the time of order since they cannot be changes when the next day begins at 12:01am.

It is important for a company to remain as succesful and efficnt as possible when they volume of buinseess is large or small. By integrating sufficent customer service policies and procedures a company can ege out the compitiion and be more profitable year by year. Continued evaluation of procedures and training evaluations are a necessity on a frequent basis as the market and the csutoemr needs change.