Justification on the needs assessment for our company proposed employee customer service training
Needs assessment is one of the assets associated with the retail industry. It’s a management expectation that every employee able to work effectively. Needs assessment is used to analyze extends of the existing problems in an organization. It’s as well used in identifying the gaps in the service that the organization at hand provides. It used to show already existing performance shortcomings by focusing on potential employee personal needs. This consequently helps management in conducting training sessions In order to meet the needs of their potential workers. Moreover, needs assessment help in exposing any existing shortcomings interims of job performance through scrutinizing overall organizational performance. This is a step that helps in the identification of skills and knowledge that is expected to be possessed by any potential employee within the organization. This gives the employer or the organization human resource department an opportunity to recruit or selectable employees who now become an important asset to the organization.
Needs assessment also contributes to exposing existing performance deficiencies via occupational assessment which entails examining skills, knowledge as well as abilities that are necessary for the affected work groups — the assessment process help in identification any existing professional gap or discrepancies. Through needs assessment, new responsibilities, new works for the employees can be identified and soon be put into practice in need be. Lastly, needs assessment can expose any existing performance gap by assessment of personal mental stability as well as capacity. Retailing industry happens to be one of the demanding and highly stressful jobs to run. It is common for employees to be victims of overwhelm associated with high demands, many commands, commissions and customers attitudes. Although the retail industry is one of the stressful and aggressive industries, it’s important for employees to be in the ability to hand them.
Customer service training implementation plan and determination on the method of training
Clear knowledge and understanding of all customers’ needs, taste, and expectation is important when it comes to implementation of customer service training with other employees. Moreover, consistency, persistence and well-reinforced training help surpass these needs. Identifying customers’ needs, assessment of the organization's employees skills, designing training vehicles and a frequent reevaluation of customer service delivery are tools for the implementation of customer services training with employees. It’s important always to train new recruits or rather employees after selecting them. (Noe & Wright, 2006)There are several ways that our organization can adapt to train new employees. Some of the effective ones include the following:
- Case study
- Job training
The number of employees to be trained will determine the method that can be used as well the levels of training to be offered. In the case of our organization, adopting a simple presentation employee training method would be sufficient for our groups, but modeling/hands method is the most effective one for our small numbered training groups. (Wang & Mary ann, 2007)
The justification for the selected training method
The choice on modeling/hands method was due to its ability to provide actual experience alongside its being able to present information visually. Moreover, it allows employees to practice real-life customer’s experience. This method allows the audience to not only here the information but also follow it along visually. Modeling the right behavior in the presence of newly recruited employees, it’s an assurance that they have been oriented and well taught by an experienced expert in that field. It’s therefore easy to pick and catch along with the workflow routine of our organization. The two methods I suggested are very crucial and highly helpful since each offers a different approach to training that is intertwined with each other method to offer a stair step effect. (Goldstein & Kevin, 2002)
Two ways of motivating an employee who have no interest in attending classes
Just like any learner, training is one of the crucial activities for any new employee. Sometimes, some new employee may lack that psyche and motivation to attend training classes. Their needs always to motivate such employees. There are several methods that help in motivating new employees to attend training classes. Two of these methods that tend to be effective include the following:
- Paid time off which act as a way of compensating for the time spent during the training
- Making the training part of the requirement for employment since it will encourage the employee positively (Dr, 2009)
Survey development to collect feedback from employees who do attend training sessions
A training survey is important to both the employer and employee. For the employer, it’s a tool for future reference and reflection that can allow the training method to be changed in need be. For the employee, it allows them to recap issues that were covered and learned in the course of the training session. The following is a sample of survey for our organization. (Noe & Melanie, 2006)
- What you rating for the overall training session out of 10?
- Rate the below aspects of the trainer according to Excellent, Good, Fair, poor
- Did the trainer have enough knowledge of the subject being trained?
- Were questions actively invited?
- Were all your concerns attended and answered?
- Was individual help provided when needed?
- Was there provision for any follow-up activity from your trainer?
- Were your expectations for the training met?
- Were all the equipments working properly?
Dr, F. (2009). HR training class needs assessment — human resource management, 1-9.
Goldstein, I., & Kevin, F. (2002). Needs assessment, development, and evaluation. Training in organizations: 34.
Noe, H. R., & Wright, P. (2006). Gaining a Competitive Advantage, McGraw education.
Noe, R., & Melanie, P. (2006). "Employee training and development. Human resource management, 54.
Wang, C., & Mary Ann, B. (2007). "Photovoice: Concept, methodology, and use for participatory needs assessment." — Health education and behavior, 24(3), 369-387.