Providing cash management training program for branches about the handling of first-level after-sales concerns of CMS clients

The purpose of this action research is to design and pilot test a cash management solutions (CMS) training program that would enable the branches of Reliable Bank to handle the first-level after-sales concerns of CMS clients. The long-term objective of this action research is to offload the handling of first-level after-sales assistance from sales managers to help them focus on the actual sales activities. This action research presents the different sources and factors contributing to the sales managers’ handling of first-level after-sales concerns of CMS clients. The study will focus on the branches’ direct referral of these first-level after-sales concerns of clients, which was identified by the sales managers as the most common source. The intervention identified to address the concern is the creation and implementation of a CMS training program curriculum designed for the branches. The interventions for both the action research cycles were based on the ADDIE model, one of the most used instructional design frameworks. The first cycle focuses on the needs analysis, creation and development of the training program materials, and pilot implementation. While the second cycle of this action research provides the refinements and revisions to the proposed CMS training program curriculum. Through collaboration during the two cycles of this action research, the Team was able to implement and pilot test a CMS training program focused on the handling of after-sales concerns of the CMS clients of Reliable Bank. The refined version of the CMS training program curriculum will be used to conduct training for the rest of the branches of Reliable Bank