Adult Learning in Organization ( 1431 )

Added on - Mar 2020

This assignment discusses the importance of Adult Learning in the organization, as well as its role and implications. A program containing basic elements must be introduced in order to teach the staff how to reconnect in order to provide the desired level of service to the customers.

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Adult Learning in Organization1|P a g e
Table of ContentsIntroduction................................................................................................................................3Importance..................................................................................................................................3Role............................................................................................................................................4Implementation..........................................................................................................................5Conclusion..................................................................................................................................5References:.................................................................................................................................72|P a g e
IntroductionRed Telecom is one of the leading telecommunication carrier and service providers inAustralia. They are engaged in both residential and business sector providing high speedbroadband, internet, web hosting, data, fibre optic internet and home phone products. Thecompany was in a line of expansion and was moving globally as a part of restructuring itstechnical and customer call operations. Thus the customer service division was facing newchallenges[ CITATION Aal17 \l 1033 ]. They were not trained to treat with new customer calloperation. Before expansion, they used to outsource call to handle enquiries related to surplusand after hour service. But now things were changed and they could not handle the customerservice. So a Learning Program to enhance their customer service is going to be introduced toincrease efficiency and toensure customers satisfaction[ CITATION Asc17 \l 1033 ].ImportanceAs Red has expanded its business globally, the requirement of customer service needs to findout about various locations. They need to know the cultural diversity of those places.Otherwise they cannot communicate and comprehend customers’ problem. So this AdultLearning program must be included cultural diversity with all relevant geographicalknowledge of those places of business of the organization[ CITATION Aja10 \l 1033 ]. Previouslytheir existence was within Australia. So they do not have general idea about global problemand global calling system for customer service. The technical set is also different for globalcustomer care. So this Adult learning Program should be included with cultural and technicaltraining as well. The technical team has to relocate overseas after attending the program.They have to coordinate the onsite technicians with sub-contractor providing support systemin relation to faulty phone connections and ADSL[ CITATION HMc06 \l 1033 ].So thesetechnical teams need to be relocated overseas after the training schedule and they have toknow about the localities they are moving. The organization should have ideas about culturalhistory, ethnicity and cross cultural society. Every person needs a time to accommodate innew atmosphere. As customer service is relocated in overseas location, Australian customersare facing typical problem related to language. They are becoming frustrated and hopeless3|P a g e

This program would assist Team Leaders in playing a pivotal role in the Customer Resolution Service, which is part of the company's Human Resource Development. They must first identify the problems before attempting to solve them with immediate innovative ideas.

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