Justification of the use of a Needs Assessment of Employee Customer Service Training

Justification of the use of a Needs Assessment of Employee Customer Service Training

Introduction

A needs assessment refers to a process of determining employee needs, and it consists of three parts, namely initiation, data collection and analysis, and the final production. It aims to answer questions about what the organization needs and how it should achieve its vision. Many activities happen on a day to day basis in a fully-functioning organization. As a result, it becomes difficult to detect the exact problem that may be affecting the organization’s performance. Conducting a needs assessment helps the organization to determine the factors that may be preventing the organization from achieving its goals. Understanding the organizations’ strengths and weaknesses are useful is critical to the organization’s success.

Justification of the use of a Needs Assessment of Employee Customer Service Training

Employees are an integral part of an organization, and they play an essential role towards the success or failure of an organization. A significant weakness that can affect the business is how employees relate with the customers. Good employee client relations attract customers back to the Company while poor relations scare away customers. It is, therefore, crucial that an organization conducts employee training assessments to determine whether they need some training to enhance their productivity. Employee training refers to a program designed to increase the knowledge, technical skills, value creation, and efficiency to improve their productivity. Organizations should consider conducting a training needs assessment before planning for the actual training. The move helps to determine the areas that need more focus.

Ways an Employees’ Training Assessment would Expose Existing Performance Deficiencies.

Moreover, a training needs assessment helps to expose any existing performance deficiencies within an organization in various ways. First, evaluating what the organization expects of its employees helps to determine the business’s vision for new job applicants. Secondly, assessing employees’ competencies helps to identify the areas that the organization may focus on. Asking for customer’s opinions and desires helps to understand employees’ tastes and preferences and is instrumental in improving customer relations and hence satisfaction. Another way in which an assessment is beneficial is that it points at challenges that can be used to develop techniques of overcoming the problems in the future. In addition, evaluating the rules and regulations of an organization provides an opportunity for new employees to understand the organization’s policies.

Customer Service Training Implementation Plan

The project will require a 5-day training session.

Training objectives

1. To educate employees on how to establish effective business communications
2. Teaching train new employees to have perfect knowledge about the product
3. Train employees on effective customer relations.

The following schedule will be used for the training.

Day 1

The main activity of the day would be the orientation of new employees, and it would be conducted using the presentation method. The main speakers of the day will include the HR manager who will guide the session and the manager, and the aim will be to familiarize the new employees with the company goals, values, mission, and vision, and the role of the customer relations towards achieving the Company objectives.

Day 2 and Day 3

The HR department would subdivide the main topic revolving around the objectives to various department heads who train the new employees. The methods of training over the two days would include case studies, presentations, and discussion methods. Using the presentation method, just like on the first day, the departmental heads assigned to handle the various topics will conduct the education programs in the most objective way. To ensure the success of the project, the managers will utilize different tools, including multimedia, audio-visual aids, and would maximize the use of simulation methods. The discussion method will be used in various sessions of the study to ensure that the employees understand and seek clarification whenever necessary. The new employees would be engaged during a question session. The questions would be both oral and written to help the new employees use the best way they know to express themselves accurately.

Day 4

Day 4 will be set aside for the training in Company values and would be conducted by the marketing manager. The theme of the day would be, “you are the face of the company.” The main topic to be discussed would be customer relations.

Day 5

The last day will be for training on effective business communications with a focus on interpersonal skills. The main topics to be addressed would be effective communication and excellent communication skills. The HR manager and marketing manager would lead the sessions the whole morning. In the afternoon, the general manager would join the session to emphasize the points addressed throughout the week. The manager would also present the expected rewards besides salaries should the organization achieve its goals and the possible consequences when an employee behaves in a manner that contravenes the organization’s values. The main methods to be used during the last day would be presentation and discussion. The questions session would be held in the afternoon in the presence of the general manager. The manager would apply case studies to tell the new employees what they should expect and help determine how to handle various situations.

The presentation methods would be used to deliver the policies and expectations of the organization. The technique is efficient in producing content that ought to be understood or memorized. Discussion sessions will provide an opportunity for employees to seek clarity and for the facilitators to elaborate and emphasize the main points.

Ways of Motivating Employees to Attend Training Classes

To encourage employees to attend the session, the Company should offer financial incentives to motivate the employees. The tokens can be offered in the form of sitting allowances to ensure that only the employees who attend the training receive the decided amount. Another method of warming up employees towards the exercise is to incorporate more engaging activities. For example, the organization can use simulations of the instances to expect while on duty. Both the facilitators and the employees should participate in the simulations. They could also use some games in between sessions to ensure that the employees would not be bored during the sessions.

Survey to Collect Feedback from the Employees

Please take a few minutes to provide us with your experience during the training sessions and what you feel the organization should do to improve training sessions in the future.

• On a scale of 1- 5, how would you rate the efficiency of the training?
• On a scale of 1-5, how would you rate your understanding of product knowledge?
• I benefited significantly from the training.
• Strongly disagree
• Disagree
• Somewhat agree
• Agree
• Strongly agree
• I am well informed about the Company’s values, mission, and vision.
• Strongly disagree
• Disagree
• Somewhat agree
• Agree
• Strongly agree