MGT4006 Human Resource Management

Evaluate how training and development of employees benefits an organization through delivering superior customer service.

Answer

Human resource management

Employee training and development is considered as a broad term which focuses on the overall learning pattern of the employees. It can been seen that training is considered as the program that can assist the workers to acquire particular knowledge and skills so that improvement can be made in the overall performance of the employees in the current roles in which they are working.

So, in this paper the discussion will be made on the overall method related to training and development. It can be seen that training and development can help to maintain the overall activities of the organization and can also maintain the overall performance level of the employees.

Customer service is considered as the support which is given to the customers so that it can be easy for them to achieve growth in the competitive market. In the present scenario, customer service is given so that it can be easy to retain the customers towards the activities of the company.  Customer service can be done through email, text message and also through social media. There are many companies who offer proper self-service support to the customers so that the queries can be resolved (Buckingham and Goodall, 2015).

Training and development is also different from each other. It can be seen that training is different as compared to development. It can be seen that training focuses on ensuring that the employees of the company are equipped with the overall skills and knowledge so that it can be easy for them to manage the jobs in the workplace. But in development it can be seen that people are equipped with the overall skills and knowledge and also it helps to maintain the overall framework and also maintain the overall understanding of the company (Haff and Triplett, 2015).

Also in training, there are large numbers of people but in development there are no specific individuals who are equipped with the skills and competency. The benefit related to training and development is that it can be seen that through training it can be easy to boost the overall confidence level of the employees. Also, when proper training is given to the employees it helps in creating interest of the employees towards the organizational activities. Training is given to the people in the organization so that it can be easy to handle the particular task and it also help in enhancing the overall skills of the people in the workplace. Training can help the employees to give their best towards the activities of the company (Fleck and Kraemer, 2014).

There are various drawbacks which are related to training and development. It can be seen that when training is given by the company and if that employees leaves the organization then it can be considered as the loss. It is considered as the loss as it affects the overall working pattern of the company and also the time which is given to the employees (Bompa and Buzzichelli, 2018).

The employees are the one who give their best towards the overall brand image of the company. It can be seen that if they provide proper services to the customers then it can be easy for them to maintain the overall image of the company. It is necessary for the employees to behave in a proper manner with the customers so that it can be easy to attract the customers towards the organizational goals and activities (Mone and London, 2018).

It can be stated that brand image is considered as the aspect which can only be maintained when the employees give their best or behave in a proper manner with the customers. It enhances the overall satisfaction level of the customers and attracts them towards the activities of the company. So, the major part is played by the employees of the organization as if they focus on giving their best then it can be easy to attain the positive outcome (Carkhuff, 2017).

There are various performance indicators which can help the company to measure the overall level of customer service. One of the performance indicators that should be taken into consideration is related with complaint escalation rate in which it can be seen that customers can give their feedback which can help the company to evaluate the overall activities of the company (Van Dooren, Bouckaert and Halligan,  2015). Complaint escalation rate is considered as the technique which can help to analyze the exact performance of the company in the competitive market. It can be seen that complaints of the customers can be gathered which this technique which will directly boost the overall working pattern of the workplace. This also helps the organization to consider the exact performance and also the overall working pattern of the company in the competitive market. It is necessary to focus on this strategy so that it motivates the employees to give their best towards the overall operation of the company (Bell et al., 2017).

For example: if the customer purchases any product and if he or she is not satisfied then they can give feedback by giving mail or rating. It can be seen that it can help the company to know the exact performance in the competitive market. Through this company also gets the chance to give their best and to satisfy the employees with the overall activities of the company. So, complaint escalation rate is the best technique that should be considered so that it can be easy to grab the large market share in the competitive market.

So, it can be concluded that training and development is considered as the effective approach that can help to manage the entire activities of the company. Also, training helps to motivate the employees to give their best towards the overall activities of the company. It is important for the company to consider escalation rate tool that can help to analyze the overall performance of the company.   So, the companies should focus on training and development to maintain the value in the market.

References

Bell, B.S., Tannenbaum, S.I., Ford, J.K., Noe, R.A. and Kraiger, K., 2017. 100 years of training and development research: What we know and where we should go. Journal of Applied Psychology, 102(3), p.305.

Bompa, T.O. and Buzzichelli, C., 2018. Periodization-: theory and methodology of training. Human Kinetics.

Buckingham, M. and Goodall, A., 2015.Reinventing performance management. Harvard Business Review, 93(4), pp.40-50.

Carkhuff, R., 2017. Toward effective counseling and psychotherapy: Training and practice. Routledge.

Fleck, S.J. and Kraemer, W., 2014. Designing Resistance Training Programs, 4E.Human Kinetics.

Haff, G.G. and Triplett, N.T. eds., 2015. Essentials of strength training and conditioning 4th edition.Human kinetics.

Mone, E.M. and London, M., 2018. Employee engagement through effective performance management: A practical guide for managers. Routledge.

Van Dooren, W., Bouckaert, G. and Halligan, J., 2015. Performance management in the public sector.Routledge.