Implementing Effective Customer Service Training for New Employees: A Needs Assessment Approach
A structured plan for implementing customer service training programs. This solved assignment includes a needs assessment and training strategies.
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NEW EMPLOYEE CUSTOMER SERVICE TRAINING 1
New Employee Customer Service Training
Name of the student
Course abbreviation and number
11/29/2013
Instructor’s name
Discuss the importance of needs assessment in the implementation of a customer service training
program for new employees. How does this process help in identifying deficiencies in employee
performance and ensuring the development of appropriate training methods? Furthermore,
describe the training methods recommended for the new employees in a retail store, and explain
how you would motivate non-interested employees to participate in the training program.
Word count requirement: 1,200-1,500 words
New Employee Customer Service Training
Name of the student
Course abbreviation and number
11/29/2013
Instructor’s name
Discuss the importance of needs assessment in the implementation of a customer service training
program for new employees. How does this process help in identifying deficiencies in employee
performance and ensuring the development of appropriate training methods? Furthermore,
describe the training methods recommended for the new employees in a retail store, and explain
how you would motivate non-interested employees to participate in the training program.
Word count requirement: 1,200-1,500 words
New Employee Customer Service Training
Employee customer service training refers to teaching the employees the skills which are
required to deal with the customers so as to provide maximum satisfaction to them. Under this
type of training the employees are imparted the necessary knowledge and skills so as to improve
their effectiveness and efficiency. While planning a customer service training program for the
new employees it is necessary to assess the needsfor imparting such training to the employees.
Needs assessment is the process of evaluating the organization, employees and their tasks to
understand what kind of training if any is required in the organization. It is necessary to assess
the areas where the new employees lack skills and knowledge so that necessary training can be
provided to them to ensure better customer service.
Use of needs assessment of employee customer service training
Assessing the need for the employee customer service training is very important before
the training program for new employees is designed and implemented. The need assessment
helps to identify the deficiencies in the skills and the knowledge of the new employees that is
essential in providing satisfactory services to the customers. By assessing the needs for the
training program it is easier to identify appropriate methods to impart training to the employees.
If the needs for the training program are not identified then the organization may waste it
resources by adopting wrong methods of training which may not add any values to the
employees. Further the need assessment will also require the study of the needs and expectations
of the customers which will help to know the customers in a better way and also develop ways in
which the customers can be satisfied.
The need assessment of the new employee customer service training is likely to expose a
number of deficiencies that exists in the performance of the employees. These are as follows.
Employee customer service training refers to teaching the employees the skills which are
required to deal with the customers so as to provide maximum satisfaction to them. Under this
type of training the employees are imparted the necessary knowledge and skills so as to improve
their effectiveness and efficiency. While planning a customer service training program for the
new employees it is necessary to assess the needsfor imparting such training to the employees.
Needs assessment is the process of evaluating the organization, employees and their tasks to
understand what kind of training if any is required in the organization. It is necessary to assess
the areas where the new employees lack skills and knowledge so that necessary training can be
provided to them to ensure better customer service.
Use of needs assessment of employee customer service training
Assessing the need for the employee customer service training is very important before
the training program for new employees is designed and implemented. The need assessment
helps to identify the deficiencies in the skills and the knowledge of the new employees that is
essential in providing satisfactory services to the customers. By assessing the needs for the
training program it is easier to identify appropriate methods to impart training to the employees.
If the needs for the training program are not identified then the organization may waste it
resources by adopting wrong methods of training which may not add any values to the
employees. Further the need assessment will also require the study of the needs and expectations
of the customers which will help to know the customers in a better way and also develop ways in
which the customers can be satisfied.
The need assessment of the new employee customer service training is likely to expose a
number of deficiencies that exists in the performance of the employees. These are as follows.
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Subject
Human Resource Management