Metrica, The Resource Development Centre, Amidst vast landscapes and lush green trees of Wai, The perfect place for training with recreational activities, adventure sports,wai, pune mahabaleshwar, satara

1. WELCOME
THIS PRESENTATION IS BY
METRIC CONSULTANCY LTD.
A PROFESSIONAL
Global ORGANISATION
In
Research, Training & Consultancy

2. Our Framework for Training
Research
Evaluate Design the training
program
Conduct the
Training program

3. METRIC’s areas of expertise
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

4. METRIC’s training division

5. 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

6. 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.

7. What makes the difference with METRIC
in training
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.

8. 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.

9. 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.

10. 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.

11. The conceptual framework of customer
orientation training

12. What determines the behaviour of an
employee ?
Perspective Attitude Sensitivity
Roles &
Behaviour Competence
Responsibilities
Work Hygiene Organizational Personal
Conditions Culture Goals

13. The priority areas requiring attention, as
revealed by our qualitative research are :
Perspective Attitude Sensitivity
Roles &
Behaviour Competence
Responsibilities
Work Hygiene Organizational Personal
Conditions Culture Goals

14. Training for better service delivery will
involve :
developing increasing building
Customer Sensitivity Competence
Centric to Customer to Deliver
Attitude Needs Best Service
Behaviour

15. 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

16. 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.

17. 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.

18. METRIC programme model for training
For Mechanic/ Service Staff/ Complaint Handling Staff
PERSPECTIVE ATTITUDE
GENERAL SKILLS
Market Trends &
New Challenges Active Body Breaking Free
Listening Language of
SPECIFIC SKILLS
Self Imposed
Delivering products Constraints
Team Answering
Work Objections Dress
Changing scene sense
of Retailing Safety advice Becoming Aware
of Learning
Needs
Relationship Consultative
Building Selling
Role of Dealers’ Customer
Service person Orientation

19. METRIC programme model for training
PERSPECTIVE ATTITUDE
GENERAL SKILLS
Market Trends &
New Challenges Active Body Breaking Free
Listening Language of
SPECIFIC SKILLS
Self Imposed
Delivering products Constraints
Team Answering
Work Objections Dress
Changing scene sense
of Retailing Safety advice Becoming Aware
of Learning
Needs
Relationship Consultative
Building Selling
Role of Dealers’ Customer
Salesperson Orientation

20. METRIC programme model for training
PERSPECTIVE ATTITUDE
GENERAL SKILLS
Market Trends &
New Challenges Active Body Breaking Free
Listening Language of
SPECIFIC SKILLS
Self Imposed
Delivering products Constraints
Team Answering
Work Objections Dress
Changing scene sense
of Retailing Safety advice Becoming Aware
of Learning
Needs
Relationship Consultative
Building Selling
Role of Dealers’ Customer
Salesperson Orientation

21. 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

22. Methods used in Training
 Audio-visuals Out-bound Exercise
 Case Study  Mock Exercise
 Games & Puzzles  Role Play
 Group Discussion  Structured Exercise
 Lecture  Test

23. 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)

24. Training Program in Customer Service
Client : HPCL.
Target Participants : Dealers
Training Agenda : Improved Customer Service

25. Other Training Program in Customer Service
Client : Bharat Petroleum Corpn. Ltd.
Target Participants : LPG Delivery Men
Dealers’ Counter Staff
Training Agenda : Improved Customer Service

26. 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

27. In-Sit-U training

28. 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

29. Assessment of training
effectiveness

30. 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.

31. …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