Description
Imagine that you are a member of the HR department of a small retail company and upper management has asked you to create a new employee customer service training class for all new employees.
Write a six to seven (6-7) pages paper in which you:
- Justify the use of a needs assessment of your company’s proposed employee customer service training, stressing five (5) ways in which such an assessment would expose any existing performance deficiencies.
- Develop a customer service training implementation plan and determine the method of training (i.e., presentation, discussion, case study, discovery, role play, simulation, modeling, or on-the-job training).
- Justify why you selected the training method that you did.
- Propose two (2) ways to motivate an employee who has no interest in attending a training class.
- Develop a survey to collect feedback from the employees who attend the training.
- Use at least three (3) quality academic resources in this assignment. Note: Wikipedia and other Websites do not qualify as academic resources.
Your assignment must follow these formatting requirements:
- Be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides; citations and references must follow APA or school-specific format. Check with your professor for any additional instructions.
- Include a cover page containing the title of the assignment, the student’s name, the professor’s name, the course title, and the date. The cover page and the reference page are not included in the required assignment page length.
Explanation & Answer
Thank you for working with me.
Running head: EMPLOYEE CUSTOMER SERVICE TRAINING CLASS
Employee Customer Service Training Class
Name:
Institutional affiliation
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EMPLOYEE CUSTOMER SERVICE TRAINING CLASS
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Needs Assessment of Employee Customer Service Training
Needs assessment of employees is vital for the provision of quality customer services in
an organization. This is because employees are considered as an organization’s main asset hence
understanding of their needs is essential ensuring employee fulfillment. Needs assessment in an
organization is used to determine the gap between the desired needs and the fulfilled employee
needs hence enabling the organization in understanding the extent of the issues facing the
organization. When an organization focuses on employee needs assessment, it helps the
organization to focus on determining the specific individual needs of employees in the diverse
group. These specific needs are the basis of an organization designing of the training and
development programs. An organization is able to design specific training programs and methods
that meet the identified needs as opposed to general training that focuses on a variety of needs.
This improves the performance of both employees and the organization at large.
Moreover, assessing the employee needs has an effect of on the performance of an
organization through determination of functional areas and non-functional areas in the
organization. This helps the organization in determining both the present and future employee
skills requirements. Therefore, during the recruitment process, the employer is able to understand
the needs and skills that are required by the employees hence concentrating of obtaining
employee with such skills. A needs assessment may also expose existing performance by
focusing on the impending changes that are likely to take place in the organization. Such changes
may include future changes in staffing, the introduction of new production processes among
others. Through the assessment of employee needs, an employer is able to determine the
opportunities in the external environment, for example, new innovations in the market and the
capacity of the organization and employees to adapt to such innovations. The organization can
EMPLOYEE CUSTOMER SERVICE TRAINING CLASS
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also determine employee’s strengths through need analysis. A needs assessment may also expose
existing performance by determining if there are any new directions in the performance. Such
new directions may include the use of team building aspects to improve productivity in the
organization (McNamara, 2009).
Customer Service Training Implementation Plan
Customer service implementation plan is essential to the development and performance
of any organization. Therefore, the management should ensure that employees are continuously
trained in specific areas so that they can improve customer...
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