Essay on Hr Training Class

1687 Words7 Pages
Customer demands and the rise in competition have caused many companies to focus on customer service and relations. The ability to provide great customer services has much to do with the success of many individuals and companies. Customer service isn’t about giving the customer exactly what they want. It involves skills such as problem solving, empathy, interpersonal skills, communication, and leadership abilities. Employee performance can be improved in many ways. Training is one way to emphasize employee performance. Each customer interaction is a representation on the company. How the employee handles the interaction is a direct determination of whether the customer will return.
Justify the use of a needs assessment of your
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Why conduct the training? “To tie the performance deficiency to business need and confirm that the positive outcome of training employees outweighs the problems inherent in performance deficiency” (Tobey, 2005). Why is this training needed now versus in the past? What factors have changed?
How will the training be facilitated? Determine whether training needs to be online, in class, or on the job. Employees learn differently. The method of training should be determined based on the employees that will be receiving the training. A combination of methods may be needed for a group of employees that learn differently.
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).
There are numerous methods of training employees. These methods include but are not limited to simulations, on- the job training, presentation, discussion, case study, web based training, and mentor programs. For this customer service training, I will use web-based training. Web-based training has several advantages.
• Convenience. Employees are able to take training at any time. They are not bound to a set schedule and can take the classes during times that production is not busy.
• Employees are able to work at their own pace. If an area
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