Social Inclusion and Cultural Diversity †Free Samples to Students

Question: Discuss about the Social Inclusion and Cultural Diversity. Answer: Introduction Red Telecom is one of the leading telecommunication carrier and service providers in Australia. They are engaged in both residential and business sector providing high speed broadband, internet, web hosting, data, fibre optic internet and home phone products. The company was in a line of expansion and was moving globally as a part of restructuring its technical and customer call operations. Thus the customer service division was facing new challenges(Aali, 2017). They were not trained to treat with new customer call operation. Before expansion, they used to outsource call to handle enquiries related to surplus and after hour service. But now things were changed and they could not handle the customer service. So a Learning Program to enhance their customer service is going to be introduced to increase efficiency and to ensure customers satisfaction(Ascca, 2017). As Red has expanded its business globally, the requirement of customer service needs to find out about various locations. They need to know the cultural diversity of those places. Otherwise they cannot communicate and comprehend customers problem. So this Adult Learning program must be included cultural diversity with all relevant geographical knowledge of those places of business of the organization(Ajal, 2010). Previously their existence was within Australia. So they do not have general idea about global problem and global calling system for customer service. The technical set is also different for global customer care. So this Adult learning Program should be included with cultural and technical training 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 system in relation to faulty phone connections and ADSL(McNeil et al., 2006). So these technical teams need to be relocated overseas after the training schedule and they have to know about the localities they are moving. The organization should have ideas about cultural history, ethnicity and cross cultural society. Every person needs a time to accommodate in new atmosphere. As customer service is relocated in overseas location, Australian customers are facing typical problem related to language. They are becoming frustrated and hopeless which may be root cause of ruining reputation of the company. This will hamper the image of Red. People of overseas customer service providers do not have knowledge of Australia. So they cannot communicate with local accent. They do not have knowledge about previous process of billing, account and pricing policies. New customer service is very strict in terms of payment which is resulting frequent customer disconnection. Old customers of Australia become very furious and felt agitated about the latest service level of the company. So these overseas customer ser vice people have to be aware of everything related to Australian customers through the Learning Program(Asn, 2016). As suddenly all the setup of Red changed, they were received a series of phone calls from customers which had never happened before. The staffs felt stressed and pressurised. People were losing their jobs as well and they cannot accept to lose their long time colleagues. They could not accept the structural change of their old company(Townsend, 2008). This frustration makes people less productive with gradual decrease of interest about their job. So in order to cope up with the new set up caused due to changed scenario of the organization of adjusting with new colleagues and bid adieu to the old colleagues, staffs need to be managing the changed working situation. The entire job is done by team and team needs to be coordinated well. Team members should be considerate with all these happening within the company(Vic, 2008). A program must be introduced which is consisting of basic elements to teach the staffs in order to reconnect to ensure the desired service level to the customers as well to grow as a team. Without a team, work cannot be done smoothly. The program must contain the present condition what Red is going through. If all staffs have the idea of overseas expansion of their company, they can take it mentally to support the company. Because staffs know that if their company is expanding its global business, the staffs will also gain from this activity. This expansion of company actually makes growth of staffs indirectly. So for their own sake, they have to adjust and should modify their working culture as per the need of the company(Abs, 2008). This learning program basically gives support to the enhanced level of demand as the company is expanding in global scenario. So program should be with innovative ideas relevant to these situations to upgrade the service of Red. Program should concentrate in the area of customer service irrespective of its global or domestic sector(Lucardie, 2014). The program should include more comprehensive performance management system and should instruct to all the team leaders to record all the call to be used in future for survey and to respond new problems. This call recording system would be used in survey for evaluating performance feedback of customer service call centre staffs. This process would help to assess the process if it is wrong or right with right steps to be taken by service provider customer care. This would help in professional management of entire process. The program should include findings after analysing and reviewing all the problems associated with this issue. The objective of this program is to train HR as per requirement of the job to be complied by staffs for the customers. It aims to lessen the gap between skill desired and exercised. Team leaders should ensure the following: To submit feedback from performance review To discuss with upper level of managers and employees To support themselves through survey To analyse of the critical situation with all relevant persons To be informed about customer complaints and nature of those complaints To build the system that can enable to provide feedback from all team members and overseas staffs(Hayes et al., 2016). Conclusion This program would help the Team Leaders to help them playing the pivotal role in the Customer Resolution Service, which is part of Human Resource Development of the company. They have to find out the problems with subsequent attempts to resolve those with instant innovative ideas. And for this purpose, the employees are to be trained with this Adult Learning Program. By the help of this program, the employees would be able to deal with strategic movements which could change the internal process and system to facilitate the present situation of work. The team leaders must know the actual review getting from customers and how these are all resolved effectively and efficiently. They have to be conscious about overseas problems, miscommunication, and service issues of colleagues. The team leaders should facilitate with local cultural support with language, local trend, and local demand. A little hazard makes critical for the employees which may have great impact on ones psychology with subsequent effect on productivity. The Team Leaders would be seen as the central part of the companys key policy making after attending Adult Learning Program because they can now participate directly with resources and data related to feedback from customers. So whenever Red has to change a policy, Team Leaders would get more importance in that process. This way Red also could expand without policy lag. It would have presence in global business map with frontline employees willing to resolve problems of the customers. In this way, trust of customers grows with subsequent prosperity in future for the organization. References: Aali, 2017. Australian Adult Learning Institute. [Online] Available at: https://aali.edu.au/ [Accessed 29 August 2017]. Abs, 2008. Australian Social Trends. [Online] Available at: https://www.abs.gov.au/AUSSTATS/abs@.nsf/Lookup/4102.0Chapter6202008 [Accessed 29 August 2017]. Ajal, 2010. Analysis of 10 years of the Australian Journal of Adult Learning. [Online] Available at: https://www.ajal.net.au/wp-content/uploads/2012/12/AJAL-Analysis_of_10_years1.pdf [Accessed 29 August 2017]. Ascca, 2017. Adult Learning Australia. [Online] Available at: https://www.ascca.org.au/index.php/computer-clubs-directory/vic/8-adult-learning-australia [Accessed 27 August 2017]. Asn, 2016. Adult and community education. [Online] Available at: https://ala.asn.au/about-us/community-education-providers/ [Accessed 27 August 2017]. Hayes, C., Golding, B. Harvey, J., 2016. Adult learning through fire and emergency service organisations in small and remote Australian towns. [Online] Available at: https://www.ncver.edu.au/__data/assets/file/0023/4937/nr2l03.pdf [Accessed 27 AUgust 2017]. Lucardie, D., 2014. The Impact of Fun and Enjoyment on Adult's Learning. Procedia - Social and Behavioral Sciences, 142, pp.439-46. McNeil, H., Hughes, C., Toohey, S. Dowton, S., 2006. An innovative outcomes-based medical education program built on adult learning principles. Ncbi, 28(6), pp.527-34. Townsend, R., 2008. Adult education, social inclusion and cultural diversity in regional communities. Australian Journal of Adult Learning, 48(01), pp.72-92. Vic, 2008. The Economic Benefit of Investment in Adult Community Education in Victoria. [Online] Available at: https://www.education.vic.gov.au/Documents/about/research/acfepublications/economicbenef.pdf [Accessed 27 August 2017].