What did the training program at Macy's, implemented to turn around customer service, consist of?
Explanation
To address declining customer service, Macy's replaced its previous training with more intensive, 3.5-hour in-person training sessions designed to improve the service skills and engagement of its sales associates.
Other questions
What is the primary purpose of employee orientation, also known as onboarding?
What does the training term 'negligent training' refer to?
What are the five steps of the ADDIE training process model?
Which training technique involves having a person learn a job by actually doing it?
What is the first step in Kurt Lewin's process for implementing organizational change?
According to the text, what are the four basic categories of outcomes or effects that a manager can measure to evaluate a training program?
What is the primary purpose of a task analysis in the context of training new employees?
Which training method is a structured process by which people become skilled workers through a combination of formal learning and long-term on-the-job training?
In a survey of training professionals regarding simulated learning experiences, what percentage chose 'Virtual reality-type games'?
What is the 'gold standard' for evaluating the effectiveness of a training program to ensure the training itself caused the results?
What does the management development technique 'job rotation' involve?
What is performance analysis primarily used for in the context of training?
Which training method involves a trainer providing praise and constructive feedback after trainees practice effective behaviors?
What is a key feature of a virtual classroom training method?
What is the estimated percentage of what employees learn on the job that is learned through informal means?
What is a management game in the context of off-the-job development?
According to the text, what is the most important product of a job analysis?
What does a disclaimer in an employee handbook typically state to avoid creating a binding contract?
What is the primary function of an Electronic Performance Support System (EPSS)?
In the context of management development, what is 'action learning'?
What is the key advantage of using a 'controlled experimentation' design to evaluate training?
What is Web 2.0 learning?
What is the primary distinguishing feature of a competency model compared to a traditional task analysis?
What does 'cross training' mean?
How many core trainer competencies does the American Society for Training and Development (ASTD) model include?
What is the primary aim of succession planning as a management development tool?
According to the text, a survey of about 500 U.S. organizations found that what percentage evaluated their training programs by assessing behavior and/or results?
What is the primary function of a 'learning portal'?
What is the key difference between analyzing training needs for new employees versus current employees?
What is the main goal of using a 9-Box Grid in candidate assessment?
How many steps are typically involved in setting up an effective on-the-job training program, according to Figure 8-1?
What is the key principle of a case study method in management development?
What is 'organizational development' (OD)?
In one recent year, what was the approximate amount employers spent per employee on training?
What is a key component of creating a motivational learning environment for trainees?
What is a primary characteristic of cloud-based training?
In the onboarding program at Toyota, what is the focus of Day 3?
What is the main difference between task analysis and performance analysis?
According to the text, how long can L’Oreal’s onboarding program take?
What does a 'job aid' do?
When is vestibule training considered necessary?
According to the text, what is the key to deriving benefits from diversity?
What is a primary characteristic of organizational development (OD) that distinguishes it from other change programs?
What is the aim of 'refreezing' in Lewin's change model?
How many hours of training per employee per year did the Hotel Paris offer before Lisa Cruz's intervention?
What is a primary drawback of traditional discipline processes that 'discipline without punishment' aims to avoid?
In the 'discipline without punishment' process, what is the third step after an oral and written reminder?
After reinstituting its apprenticeship program, how long did new recruits at steelmaker Dofasco spend in the internal program?
What is the main purpose of differential development assignments in customized talent management?