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FT Guide to Business Training by Tom Bird, Jeremy Cassell

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3

Three priorities when approaching needs analysis

Picture the scene. You have been approached by a divisional director who has a reputation as being a ‘mover and shaker’ in the business. She is fairly new to the organisation and has been evaluating her team and strategy. You have not had an opportunity to spend much time with her but she is seen as a no-nonsense leader. She approaches you about a training requirement after identifying that her team need some customer service training. It seems they are not being as proactive as she would like and they are keen to reduce the number of complaints that the department receives. She feels that the team need some tactics and approaches to use on the telephone and this should be underpinned by ...

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