Question 12.
Dheeraj assigned a repeat client of Nandini Hegde, another very senior trainer, to Kirti Gowda, a promising young trainer. A few days later, the client company reached out to Nandini, off the record, and informed her that they were very unhappy with Kirti’s training. They also shared that Dheeraj, when informed about this, had claimed that the client would appreciate Kirti with more exposure to her training programs. What BEST can Nandini do to regain the client for herself, without appearing to be against the organization’s focus on providing the young trainers more opportunities?
Question Explanation
The correct answer is Option B.
This option balances the client’s needs with the organization’s goals of nurturing young trainers. It addresses the client’s dissatisfaction by ensuring Nandini, a senior trainer, oversees future sessions while giving Kirti the opportunity to learn and improve through co-training. This collaborative and constructive approach maintains client trust, supports Kirti’s development, and aligns with Humane Dynamix’s vision.
Option A is wrong as it undermines the organization’s goal of developing young trainers and encourages clients to bypass internal policies. While it might win back the client temporarily, it portrays Nandini as self-serving and could harm teamwork.
Option C is inappropriate as it escalates the issue unnecessarily, reflecting poorly on Nandini and Dheeraj. It shifts responsibility to the client instead of addressing the problem directly, which does not help improve Kirti’s performance or regain client trust effectively.
Option D is counterproductive as it isolates Kirti without offering her a chance to improve. This could demotivate her and conflicts with the organization’s objective of providing opportunities to new trainers while failing to rebuild the client relationship.
Option E is confrontational and risks damaging Nandini’s relationship with Dheeraj. It highlights the issue but fails to propose a solution, leaving the client dissatisfied and Kirti unsupported. Hence, Option B is the best choice as it tactfully resolves client concerns, supports Kirti’s growth, and aligns with organizational goals, while the other options either fail to address the issue fully or create further challenges.
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