Evaluation Of A Customer Service Training Essay

To ensure that the training is truly taught for its intended purpose requires conducting training needs analysis. BusinessDictionary.com defines a training needs analysis as an “assessment of the training requirements of a target group in terms of (1) number of trainees, (2) their educational and professional background, (3) their present level of competence, and (4) the desired behavior or skill level acquired at the completion of training” (Training needs analysis, 2014).

product/ service bundles to meet customer needs. How can they do this and how can

From what I have learned in life and in this course so far, customer service is one of the number one resources a company has at its disposal. With this position Maersk Customer Service may be the first contact customers have with the company or future customers. The ways I would develop learning activities is by recording calls to evaluate and use for training on what to and not to do. I would have a training program set for this position where they can take live calls under supervision or alongside of current customer service

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.

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Then, go to www.vision2learn.com and send your completed Assessment to your tutor via your My Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessment number.

Because there must be different levels of training for new and existing employees at DCI tailoring training sessions to capture every employee at DCI is essential (“Developing effective instruction…,” 2008). The proposed training topics include; (a) sales training, (b) customer support training, (c) service inquiry training, and (d) billing question training. Presentation and delivery of each topic in differing training platforms to warrant employee development and understanding is vital to success in implementation.

Section 1 – Understand the factors that affect an organisation and the customer service role

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.

This section of Service Development Bid on improving access to “rescue therapies” for COPD patients with infective exacerbations through a community pharmacy led service aims to present the way the outcomes of this development will be evaluated. Furthermore, it presents the key challenges of plans for evaluation and strategies to address them. Early consideration of evaluation during the process of service development allows for collection of baseline data to which the service impact can be compared to. Furthermore, delayed evaluation planning can result in assessment of limited outcomes available through an already running service instead of desired outcomes of the development (NHS Wirral Research & Development Team 2011).

Companies are misguided nowadays by the notion that customers depend on them, when the truth of the matter is that companies are dependent on those customers. Customer satisfaction and customer loyalty is now essential for a business or company to survive. So what is the difference between customer satisfaction and customer loyalty and how to companies and or business achieve this? Also when you have difficult customers how do you achieve customer satisfaction?

Today’s organizations fail to realize the value of their customers when it comes to the success of their business. Without customer loyalty the success of your business will always be uncertain. Organizations must sensitively tailor the designs of a successful firm to the particular challenges of understanding, attracting, and keeping valuable customers. “Having satisfied customers just aren’t good enough”. Kenneth Blanchard and Sheldon Bowles, co-authors of Raving Fans, believe this concept is needed to have a successful business. I agree with this concept of customers being the focal point of any business. I would want more than just a satisfied customer; I want a “Raving Fan”.

Study findings show that strong leadership systems focus on customers, motivate employees, and implement their customer service vision. They also focus great attention on gathering the information needed to track customer satisfaction, and employees overall performance. Customer service should be designed and delivered seamlessly from the customer's point of view. Customer-driven operations lead to success. Decentralized, uncoordinated customer service provision makes for a most frustrating experience for customers.

Identify two to three (2-3) training needs through a Training Needs Analysis (TNA) and justify an approach for this training.

Our textbook defines training as “systematic acquisition of skills, rules, concepts, or attitudes that result in improved performance” (p. 284). Training helps employee develop the skills and knowledge needed to perform their job correctly. In order for organizations to determine what kind of training is needed, organizations must conduct a needs analysis. The needs analysis helps determine the best training for the organization’s needs. There are three types of needs analysis that are typically conducted. These need analysis are: organizational analysis, task analysis, and person analysis.