Business Finance
HRM326 Phoenix Customer Service and Communication Training Paper

University of Phoenix

Question Description

Training evaluations are important to determine if the selected training solution was effective and provided the appropriate return on investment. Customer Service and Communication Training

What is Being Measured and Time-frame

Description of Evaluation Form and Measuring

APA style, 200 words (max 250) covering the above bullets. I am attaching part of the paper for reference..

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1 Training Evaluation Julie Delgado, Amber Adams, Esmeralda Mayorga HRM/326 June 26, 2017 Carol Jackett 2 Training Evaluation Establishing a training solution or program is not very complicated, but do employers actually measure and calculate the value of the program? Evaluation is merely quantifying the degree to which targets are achieved (Blanchard, 2013). It is crucial for an organization to evaluate their training program to determine if the strategy is constructing anticipated results. Customer Service and Communication- Julie 100-150 words The company has decided to move forward with developing a customer service training program that focuses on communication. Effective communication in customer service demands an in-depth comprehension of the essentials and perspectives of customers (Richards, 2017). Needs such as, deciphering what is significant to customers, customer’s experiences in terms of service, and communication. In order to attain this, employees must be able to listen effectively and communicate efficaciously. Communication is a significant element when dealing with customer’s queries and grievances. The program will focus on providing employees with communication KSA’s that can later be evaluated and measured. Evaluation of Program- Amber 100-150 words Evaluation of the communication training program is necessary to ensure the employees can assimilate the new KSAs with on-the-job experience. As the communication skill set is not one immediately seen, it is best to evaluate the employees who completed the training three months after the completion of the training. The trainees and supervisors would be urged to complete an evaluation form which will ask questions meant to indicate the effectiveness of the training as seen from the perspective of both the employee and the supervisor. The on-the-job evaluation form will be compared against the training needs assessment (TNA) and will aid in 3 providing accurate results of how beneficial the communications training was for both the employees who took the training and the company. What is Being Measured and Timeframe-Esmeralda 100 words Description of Evaluation Form and Measuring-Esmeralda 100- words ROI-Unassigned 100- words Conclusion-Unassigned (50 words) Second Part-Ruben 4 References Blanchard, N. (2013). Effective training: Systems, strategies, and practices (5th ed.). Upper Saddle River, NJ: Pearson. Richards, L. (2017). Chron. Retrieved from ...
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Final Answer

Hi, kindly receive the completed work. Both documents have the same work, one as the group assignment and another as your part of the assignment. Let me know if you need any corrections. All the best.


Customer Service and Communication Training
Institutional Affiliation




What is being Measured and Time-frame
The training is measuring the efficiency of the participants as well as evaluating the
overall ratio of effort per the output achieved. This is designed in such a way that the time given
is reasonable enough to cover all the relevant training topics and areas of emphasis. Both
customer service and communication are important components in any business environment and
therefore in this training program, such issues of interest are the level of satisfaction that the
current employees accord to the clients while the same will be ensured after they have been
equipped with the skills through the training (Ford, 2014). Therefore, the training will basically
measure satisfaction levels and impact while the timeframe will be designed as per the specific
requirements of the program and will be sufficient for training and evaluation.

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