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As a member of the HR department of a small retail company, I have been tasked with implementing a new employee training program. This class is being designed especially for our new customer service associates to ensure they are successful in their new position. “Having a trained workforce means your workers are learning new skills that can improve production, cut time spent in creation of your service, reduce production costs, reduce mistakes, build confidence in your workforce, and create a better working environment” (Benton, 2014). Making sure that our new employees are fully trained is an investment in our company. When we have a skilled, trained workforce, productivity and efficiency will remain high. Needs Assessment In order to …show more content…

Now that we have identified our goals, we are ready to put the plan together. Training Plan Our organization is profitable because of our customers and our employees. In order to keep our business operating successfully, we need to make sure our customers are getting the highest level of service at all times. We rely on our employees to provide this stellar customer service experience, so they need to understand how to maintain that. The goal of this new employee training is to teach new associates our expectations on how they can create that experience for customers. The training will teach them how to build loyalty with customers; how to create good first impressions; and how to manage the expectations of customers. Our customers expect great service every time they interact with one of our employees, so it is our job to make sure that happens, regardless of who they are working with. During the training, the new employees will learn a wide array skills and tips to create the loyalty and expectations our organization has. This will be done by learning interpersonal skills, adaptability, communication skills and professionalism. These skills will help them when they are interacting on the phone or in-person with customers. Not only does the training allows our employees to provide better service, it also allows them the opportunity to learn and grow at the same time. When the employees attend training, they

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