Designing a Training Program, business and finance homework help

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nterra15

Business Finance

Description

Create a written proposal in which you detail the complete design of an employee training program.

You are designing a two (2) day training program for a group of twenty (20) employees.

Write a six to eight (6-8) page paper in which you:



-Identify two to three (2-3) training needs though a Training Needs Analysis (TNA) and justify an approach for this training. Specify the training topic. (Chapter 4) (What type of employee training will help this business and how do you know this? How were the training needs identified?)

-Develop the training objective for this program based on an analysis of the business. (Chapter 5) (Desired outcome, condition(s), standard).

-Determine the training cost for the training program you are proposing. Include a detailed breakdown of time allotted for each piece, the subsequent cost analysis, and the total cost for the project as a whole. (Chapter 5) (What are the estimated costs associated with your two day training workshop?)

-Select key training method (s) to deliver the program to employees, such as an e-Learning module or a one-day face-to-face training program. (Chapters 6 &7) What methods will best address the specific training needs you identified and help these 20 employees improve?)

-Create an agenda of activities for the training program. (Include details about the specific activities planned for each day – what are the time frames and topics?)

Use at least five (5) quality academic resources in this assignment (textbook, journal articles, training and development sites, etc.). Note: Wikipedia and other similar Websites do not qualify as academic resources.

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Explanation & Answer

please find the attached file. i look forward to working with you again. good bye

Running head: CUSTOMER SERVICE TRAINING PROGRAM

Customer Service Training Program
Name
Tutor
Institution
Course
Date

1

CUSTOMER SERVICE TRAINING PROGRAM

2

Introduction
The training will be carried out for a global consumer electronics company, with the aims
of increasing customer loyalty by improving its customer services. The two days training will be
focused on a customer service representative’s team which is composed of 20 individuals. These
employees are highly involved in engaging customers, and therefore there is a need to advance
their customer relation skills, to ensure that customers are the company’s top priority. In
addition, the company believes that the customer is the boss and therefore employees should not
confront customers, argue with them, should listen to their need and give timely feedback.
The customer service team is always under pressure to dealing with multiple complaints
and queries and in ensuring that all customer orders are processed and changed as per requests.
The training will aim at supporting the organization’s strategy by improving the way the
customer service representatives do things, and by training them on what needs to be done to
ensure customer satisfaction (P Nick Blanchard, 2013). The training program will therefore be
aimed at meeting the needs and objectives of the company, by increasing productivity of the
team through improved customer relations. In addition, the training will motivate and engage the
employees because they will be more equipped to perform their tasks.
Identifying Training Needs Though a TNA
Through the annual Employee appraisals, and because of an increase in customer
complains, it has been identified that the company’s customer service representatives need to
improve their productivity and enhance their customer services skills. The need for these skills
was discussed with each of the team members after the appraisal especially on each team
member’s performance, customer responses and their problem solving skill. Through the
analysis of the entire team based on the appraisals and customer feedbacks, it is clear that the

CUSTOMER SERVICE TRAINING PROGRAM

3

team is not performing well in regards to customer services, and this has reflected negatively on
the company’s profits. Therefore, employee’s current customer service skills are lacking and this
has created a gap which can only be bridged throug...


Anonymous
Just what I needed…Fantastic!

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