MGMT-0202 AMANDEEP KAUR (7853524)

TRAINING:

It is rightly said, “Tell me, and I will forget, Show me, and I may remember and involve me,
and I will understand.”

“An investment in knowledge pays the best interest.”(Benjamin Franklin) Training is company’s
long-term investment and growth strategy and paid later on.

I have several years’ customer service experience in different sectors of market, as I worked as
Business Development Executive in an IT company and deal with immense number of customers
and serve them, I also worked in a Call center and cater to customers’ problems and solve them.
Here in Canada, I worked for almost a year in food restaurant. We know, customers are king, and
we must serve them respect and dignity. Customers are well aware and know their rights, so
every sector demands for best customer service from its employees to flourish businesses.

But here, I want to share my Canadian learning experience as customer service in food sector,
and how I learn importance and need of customer service. They provide us proper training and
taught us that, customers are the main focus and first priority for every employee and play the
most significant role in hospitality industry. It is very important to make sure that the customers’
requirements are met and they return back from the restaurant satisfied and happy. Our restaurant
has its customer service policies and we were entitled to follow them, and all these policies also
known to the staff members and trainer communicate these policies with all employees.

PURPOSE OF TRAINING:

The success of the customers’ services depends on the employees and the staff of the hotel. With
the help of evaluation and feedback, when the weak areas are known, trainer needed to ensure
that the same mistakes are not repeated again. After collecting feedbacks, a training plan is
developed which would assist the employees to improve their services and know the areas where
they failed to serve. It is very important to give the training to staff as they are the one who
would be in direct contact with the customers and will make sure that all the customer care
policies are implemented and taken care properly.
The new employees joining the restaurant must be trained and informed about all the policies
and procedures, but they should be continuously trained on the job, because when they are
trained on the job, it became easy for them to learn and implement things on job and see how it
works.

Enhance employee growth: Every employee who got training perform better at job. Training
provides perfection and required practice, and helps employee to grow and career development.

Assisting new employees: Training programs greatly help new employees to get accustomed to
work in new environment and work culture and get accustom to the company.

Improving Performance: One other important of training is to enhance the ability of employees
to perform their tasks. Training for performance improvement helps in increasing productivity
and customer satisfaction.
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TRAINING FULFILLED BROADER ORGANIZATIONAL GOALS:

Customer Service Training and its purpose fulfilled broader organizational goals and benefit the
organisation in following ways:

1) Training helps in managing employees involves balancing between their goals and

aspirations with the company. As company's goals and objectives are making profits,
gaining market share and global recognition. By helping employees to align their goals with
company’s goals, HR ensures the growth and fulfillment of business objectives.

2) Training ensures strengthening of skills of employees where they need improvement. And

make sure that all employees have similar high level skills and knowledge that helps
to reduce the weaknesses of employees and make them self-dependent, because employees
are able to better understand how they personally contribute to the achievement of business
objectives.

3) When employees are well trained, then there will be fewer chances of mistakes and
employees better understand their roles and responsibilities that directly assist them in
achieving their performance goals and performance results reflects company’s success. For
example, achievement of performance goals results in increased revenue that depend upon
higher sales and reduced number of complaints that indicates that customer experience is
improving.

4) Training reduced the competency gaps and employees started working towards learning
objectives, and after achieving learning objectives, they started to perform better in their
roles. And this performance directly helped in achievement of business goals.

 FORMAL AND INFORMAL CHARACTERISTICS OF THE TRAINING:

Formal training is structured and organized training that is designed as education in terms of
time, objectives and resources and it correspond to laws and norms, and it is on the job process.
It is an intentional learning from the trainee’s perspective, leading to degrees and certifications.

Characteristics/Features:

 Specific Objectives: Formal training is one that has specific objectives like providing
knowledge, skills or required change in employee behaviours those results from successful
completion of the training programme. For example, in restaurant training their main objective is
to teach every employee to be polite and customer focused.
 Proper Content/ material:  When we were trained, they gave us proper training with
assembled content material in form of audios, written material and videos and handouts. Trainer
makes us understand the priorities while working and safety and hygiene factors.
 A designated trainer to facilitate the learning process, and make sure that trainee
understands everything and applying it on job.
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 There is proper assessment, to determine whether the learning objectives have been
achieved.

Informal training is the knowledge that one learns in daily life or learning projects undertaken
to improve own learning and skill levels. This is based on the daily life experiences like peer
groups, family, media or any other influence in the learner’s surrounding. It involves learning
without realizing the learning process. For example, learning information from TV, internet,
interaction with individuals.

Customer Service in Restaurants: When it comes to training, most of them tend to think that it
means on-the-job training, where the trainee is an extra person on payroll, which spikes the
labour percentage. Restaurant, focus on developing team and furthering their education without
breaking the bank and focusing on formal training strategies.

SMART GOAL:

Setting SMART goals helps in moving forward in career and achieves the success of the
company. While goals can be challenging, using the SMART framework can organize the
process and provide structure before beginning. Restaurant management is never-ending work,
and unfortunately, the industry is experiencing an extended labour shortage. Setting SMART
goals will help in achieving success.

SMART goal:

Specific

Goals should be simple and clear defined. It should represent the What, Why and
How of the SMART model. A goal merely to “lower my food cost” is too vague.
A specific goal includes What, Why and How. Here’s the same goal, but more
specific: “Reduce my meat cost by 2% by the end of the August to improve my profit
margins by using better tracking methods for returned dishes and training my cooks on
prep best practices.”
What – Lower my meat cost by 2%
Why – To improve my profit margins
How – By using better tracking methods for returned dishes, eliminating menu items
that do not sell well, and training my cooks on prep best practices
Measurable

If you can’t measure it, you can’t manage it. It’s important to establish detailed
criteria that will allow you to measure progress and let you know when your goal is
achieved. In this example, the measurable activity is that your meat costs are
reduced by 2% by the end of August.
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Attainable

Mary Kay Ash, the founder of Mary Kay Cosmetics, once said, “A good goal is like
strenuous exercise – it makes you stretch.” Stretch goals are great, and it’s good to
feel challenged, but it’s important to make sure your goals are attainable.
Achievable goals are motivating. But if the target is too aggressive, you’ll run the
risk of failure.

Results-focused

Goals should measure outcomes, not activities. It’s great that you are putting into
place the “how” of your goal, but achievement of your goal is the result. In this case,
when you lower your meat cost by 2% (the What), you have achieved your intended
the result.

Time-bound

Set a timeframe for the goal: for next week, next month or in three months. If you
don’t set a time, the commitment is too vague, and without a time limit, there’s no
urgency to start taking action now.

Once you have your well-written goals on paper, it’s time to place them into the big
picture-the Manager’s Red Book-your playbook. Communication of your goals is
just as important, as it makes sure everyone working towards achieving the same
results.

Specific. My goal was very specific. I wanted to run a half marathon. That’s 13.1 miles. I didn’t
want to just run a few days a week, run 3 or 4 miles here and there or “someday run a
marathon.”  I didn’t want to run 13.1 miles on local trails. My goal was to run a half marathon in
an organized race. Specificity draws us to our goals like a moth is drawn to a flame. Get specific
with your goals.
Measurable. Measuring the success of this goal was easy. I’d either successfully run a half
marathon or I wouldn’t. Whatever your goal is, have some sort of measuring stick to let you
know your progress toward the goal.
Attainable. Achieving goals requires that the goal truly is realistic and doable. Because I’d
completed the Couch to 5K program, I knew that I could already run 3.1 miles.  I had developed
the habit of running. Starting out from the couch and setting a goal to run a half marathon within
8 weeks may not have been attainable for me. Don’t shoot yourself in the foot by setting
outlandish goals.  Be easy on yourself by setting goals that are realistic and doable for you at this
point in your life.
Relevant. When goals are relevant with other goals in your life and support your short and long-
term goals, it’s far easier to focus on and achieve your goals. Physical fitness was an important
personal goal for me.  I want more energy to be able to keep up with my 11-year-old daughter
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and 8-year-old son. I want vitality throughout my life. Running a half marathon was completely
relevant to my overall goals.
Time-bounded. When I set out to run a half marathon, I chose a definite event and a definite
date. I immediately paid my non-refundable registration fee.  Having a definite date to work for
and money on the line helped me to focus on the goal.

https://www.locusassignments.com/solution/unit-3-customer-service-assignment

https://www.growthengineering.co.uk/the-difference-between-formal-and-informal-learning/
As mentioned earlier, the customer service policies should be given utmost importance and it
should be well communicated to all the staff. This is could be done in the training sessions too,
as all the members will be available together. One of the other methods of training the staff with
the help of feedback is to make arrangements where the employees or the staff members could
exchange their experiences with each other. Many a times, customers gives some feedbacks to
the staff orally and do not give the same in written. In such cases exchange session will really be
helpful for all the staff members (Kazlauskaite et al, 2006).