Running Head: HR TRAINING CLASS 1

HR Training Class

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Introduction

Employee customer service training is an important aspect that helps organizations to

perform well. This is because customer service has a significant role in the image of the company

and the manner in which it meets the demands of customers or clients. It is important for the

business to conduct training in regards to customer service together with employees. It is

imperative that the organization should have a strong understanding of the needs and

expectations of customers. In the current competitive business environment, organizations ensure

that they satisfy their customers. A satisfied customer will still come back along with other

clients hence improve the performance of the company (Cengiz, 2010). Organizations must be

able to meet their customer’s needs and expectations by training which should be constant.

Training can disclose sections that lack communication and need improvement. Including the

employees in employee customer service training can provide them with an opportunity to learn

innovative and new ways of providing services to customers. Training will help businesses to

clearly understand their employees.

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.

A needs assessment is very important for every organization because it enables the

businesses to tackle and take into account the needs or gaps between the existing conditions

which are desired. In retail entities, the employee needs assessment is understood to be an asset

to the organization. It is significant for all workforces because they are able to operate and

function effectively and efficiently. There are various ways that a needs assessment would

discover any current performance deficiencies. For beginners, one of the methods is by
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emphasizing on the individual needs of the prospective worker. The needs assessment enables

employers to determine the exact needs of employees (Cohen, 2017). It has a lot of benefits since

it ensures that there is custom-made and precise training to meet the needs of the incoming

employees. Secondly, a needs assessment identifies the existing scarcities and insufficiencies by

investigating the performance of the organization. It ensures that the organization is able to

pinpoint the knowledge, competencies and skills that are required from the prospective

employee. Therefore, the needs assessment enables the firm to target and recruit prospective

employees that qualify for the job to ensure better organizational performance. Another way that

a needs assessment is required is that it will depict any existing paucities through an occupational

needs assessment.

This specific assessment establishes the capabilities, understanding and abilities required

for affected occupational groups (Cohen, 2017). This assessment determines the existing

occupational gaps or discrepancies. Additionally, the evaluation carries out the analysis of the

employees’ job performance. New or different tasks for employees can be established and

implemented if needed. A needs assessment can disclose any existing performance shortages by

conducting a pilot personality test. It is significant to understand that some employees have

problems while working in the retail sector. They might also get problems when working in a

crowded setting. A needs assessment can also expose the existing performance gaps by

examining and appraising an individual’s cognitive capacity and stability. In the retail sector,

there are various activities that can be too chaotic and demanding. Such circumstances can make

an employee to be overwhelmed with a lot of work, assignments and demands which comes

along with serving arrogant customers (Cengiz, 2010). It is important to determine that

employees have the capacity to cope with the difficult pressure and nature present in the retail
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sector. Questionnaires can be used to get a clear picture of the situation because respondents are

asked the same questions. The data acquired will be used to establish various challenges in the

performance of the individuals.

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).

Executing customer service training with employees entails a strong understanding of the

expectations and needs of the customers through a positive and consistency training. To execute

customer service training with employees, the company should establish the customer's needs,

appraise the skills of the employees and apply a training function to constantly reassess the

service delivery of customers. There are various ways that newly hired employees can be trained

in retail customer service. Some of the approaches include job training, modeling, role-play, case

study and presentation. The type of training required depends on the number of individuals that

will be offered training. A basic presentation will be enough for groups. Nevertheless, modeling

is the most suited and beneficial for larger and smaller numbered training groups (Dhar, 2015).

Phase One

This is the first step where the needs of the customer are identified. To implement a

successful training of employees, it is imperative to get knowledge about what the consumers

anticipate from the organization’s personnel and what they need generally. This can be achieved

through giving each customer a placing rating, comment card or feedback part on the website of

the company to get comments about their experiences. Another issue is to get a survey firm to

start a customer survey (Saunders, 2015).

Phase Two
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The second phase of plan execution is to appraise the employees’ skills. The retail can

conduct these by observing the way in which employees relate with customers, their response to

their needs and how the services are provided. In this regards, the business will be able to

evaluate the employees and establish the staff with the greatest skills for a particular customer

service need. There is also the need to have programs where employees show the implementation

of their skills (Noe et al., 2017).

Phase Three

This phase requires the organization to choose the best training method. The method

chosen is modeling. The employee modeling approach enables employees to engage in real life

experiences. This approach has been selected because it is suited and beneficial for larger and

smaller numbered training groups (Retail Customer Service Training, 2011).

Phase Four

This final stage of appraisal enables the business to re-examine the employee’s customer

relations. The appraisal is supposed to be conducted two times annually. It will ensure that

employees are given sufficient time to provide feedback on their appraisal and allow them to

have input on how they value customers (Cohen, 2017).

Justify why you selected the training method that you did.

The modeling approach is the best training method since it offers real experiences rather

than just giving visual information. The modeling approach enables employees to engage in real

life experiences. However, the model approach still requires a visual illustration of the material.

Some cluster of people may still require a visual illustration because they are hearing the

information while seeing it. On the other hand, Case Studies are also essential because they

enable new employees to witness different customer personalities. Both approaches mentioned
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are important because they prepare the employees for any anticipated results (Retail Customer

Service Training, 2011).

Propose two (2) ways to motivate an employee who has no interest in attending a training

class.

Incentives

Incentives can be a very beneficial tool that motivates an employee who is not willing to

participate in a training class. The firm can provide incentives to an employee who successfully

and effectively manages to complete the training class successfully. The training exercise has

benefits to both the employee and the company hence the need for the organization to provide

incentives such as a stipend and an extra vacation day. Additionally, the employee and the

organization can benefit from training when an employee is presented with quizzes. This

initiative ensures that the employee is not just taking the training activity to get incentives. In the

end, employees will get the required abilities and skills (Retail Customer Service Training,

2011).

Communicate the significance of training programs and classes

The organization can also motivate a resisting employee to attend a training class by

conveying relevant information about the importance of training classes (Saunders, 2015). For

example, the company can communicate with an employee about the benefits acquired from

training such as personal career development. It is also important for an employee to know that

training him is the reason for him to perform better. There is a likelihood that those employees

that attend training will be able to advance to other positions due to good prospects. When the

firm presents various benefits of training to an employee such as skills that are beneficial, they
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will be motivated and satisfied with the training. Such employees will not miss any training

class.

Develop a survey to collect feedback from the employees who attend the training.

The developed survey will be used to gather feedback from employees after attending the

training. Particularly, the survey is intended to get relevant information and data to establish if

the training was advantageous to the employees, the skills acquired in training will be used. The

survey will also help the organization to establish whether there is a need to conduct an extra

training. The survey provides sufficient time for reflection. Finally, data attained from the survey

will enable the organization to make some changes if required (Retail Customer Service

Training, 2011).

1. As an employee of this firm, how can rate this training program?

 Excellent

 Good

 Fair

 Poor

2. How did the trainer perform during the training class?

Use these ratings

Excellent Good Fair Poor

 Did your trainer present training thoroughly while showing that he understands

the subject?

 During the training class, did the trainer allow questions from participants?

 Did the trainer allocated time to respond to your questions?

 Was there a personal help when required?

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 Was the trainer in good mood and prepared for the class?

 Did the trainer conduct the class professionally?

 Was the trainer able to follow up your issues?

 How can you comment on the overall training basing on the trainer’s ability?

3. Please provide the ratings of these aspects using:

Excellent Good Fair Poor

 Was the training class able to meet your intentions?

 Did the instructions match your expectations?

 Was the training class allocated sufficient time?

 Did the training class start on time?

 Did the company provide the necessary tools and equipment for the class?

4. As an employee of this firm, is it possible for you to attend future training classes?

 Very possible

 Somewhat possible

 Not possible

5. Additional comments
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References

Cengiz, E. (2010). Measuring customer satisfaction: must or not. Journal of Naval Science and

Engineering, 6(2), 76-88.

Cohen, E. (2017). Employee training and development. In CSR for HR (pp. 153-162). Routledge.

Dhar, R. L. (2015). Service quality and the training of employees: The mediating role of

organizational commitment. Tourism Management, 46, 419-430.

Noe, R. A., Hollenbeck, J. R., Gerhart, B., & Wright, P. M. (2017). Human resource

management: Gaining a competitive advantage. New York, NY: McGraw-Hill

Education.

Retail Customer Service Training. (2011).

Saunders, S. G. (2015). Service employee evaluations of customer tips: an expectations-

disconfirmation tip gap approach. Journal of Service Theory and Practice, 25(6), 796-

812.