Introduction The paper will justify the use of a needs assessment of a company’s proposed employee customer service training of existing problems, understanding its extent, when service is provided it help to recognize any gaps, based on the assessment from potential employee’s individual needs of any existing performance deficiencies. Next, the paper will elaborate on a training implementation plan and a method of training for customer service, my preferences would show on-the-job training or just the same a presentation. Then, it will justify why I selected the training method that I did. In addition, propose two (2) ways to motivate an employee who has no interest in attending a training class. Finally, this paper would provide a survey that would collect feedback from the employees who attend the training. Justify the use of a needs assessment of your company’s proposed employee customer service training, stressing five (5) ways in which …show more content…
Additionally, customer service training plans should be implemented and followed as instructed to help employees understood the importance of their customers expectation and needs by their employees as it should be in meeting and surpassing those expectation and needs with continuous proper training and being consistent with it because as an employee of the company you will be representing them as a whole so the more you know and learn about the company you are a part of the more you will be appreciative and willingness to learn of the things that is being taught to you as one of their team
a) Training is needed for employees in most of the regions and in different positions. This organization should clearly focus on Cost-Reduction training systems as this organization is losing money since 1987. They should design its training system which provides training to employees at all the levels in whatever cost-reduction system it follows. As most of the MHC’s divisions are in rural areas and the employees in that areas are not updated with the
Make a plan to link training and development to the business strategy that is understood by employees at all levels and their customers and ensure senior leadership publicly supports the training and development (Noe, 2013)
The client L.M. is a 58 year-old female, whom identifies herself as Caucasian, and speaks only English. L.M. is divorced and has a son who is married and has two children that live in Parker, AZ. L.M. denies any relationship with mother or father, and denies having any siblings. Per a court ordered admission on October 7, 2015 to the Mountain Health and Wellness, Sub Acute Facility (SAF) located in Yuma, AZ. for a clinical evaluation. L.M. was brought in because she was found in the middle of the street, having delusions such as being raped by the “Hells Angels and the Devil”. She was found by court to be a danger to herself and others. She made threats about hurting herself, “I’m going to fucking blow my head off”, and hurting others, “I took a knife and killed everyone” (Mountain Health and Wellness, 2015). L.M. was noted as, “emotional liability, having
2. List and justify five questions you would include for the Customer Service Representative interview:
Lucas, R. W. (2009). Customer Service Skills for Success. (4th ed.). New York, NY: McGraw-Hill
Providing great customer service and having the ability to retain customers require consistency in delivering the anticipated services. Customer service encompasses having the ability to provide a service or product to customers by means in which it was promised. However, there are times when unforeseen circumstances may occur, resulting in customer service breakdowns. Understanding the effectiveness of customer service relations provides the assurance needed to handle complicated service related issues. A well qualified customer service representative has the acquired skill to effectively defuse a potentially damaging service related matter. Service recovery influences customer retention and improves customer satisfaction.
The working environment faces fresh and new graduates every time. In today’s rapid pace working environment more and more young and aspiring graduates joins the workforce in hope to fulfill their needs. Many a times, we see corporate players decide to focus more on their direct customers also known as their paying customer due to the being their revenue generator. There are extensive studies and research on how to retain the said customers by providing them with immense customer satisfaction. However, companies sometimes do neglect their indirect customers or their employees. These employees are the backbone of any company as the play an important role in keeping the company going.
“Training is the systematic acquisition of skills, rules, concepts, or attitudes that result in improved performance” (Goldstein & Ford, 2002). Pal’s Sudden Service has focused their hiring practices on hiring the right people first, providing the best training possible and reinforcing training everyday. The investment in training has much more to do with the company other than low errors, reduced customer wait times, which lead to high customer satisfaction. The focus on training reduces employee turnover. The costs of hiring and training new employees greatly reduces customer loyalty, both significantly will impact profit. The challenge, comprehend the training requirements, formulating who will train and how the process will be trained. The repeated success of a training program must be quantifiable and re enforced. An efficacious training program with continual re enforcement will pay strong dividends in business profit, employee satisfaction and customer loyalty.
a) Good customer service is a critical component of a quality product. Collier (2011) states that service needs to be consistent, continuous, thoughtful and available. These are crucial in meeting and exceeding customer expectations. Collier also continues on to state that staff providing customer service must have appropriate skills, knowledge and personal attributes to execute a high standard of service. These skills have been identified by Collier as listening skills, punctuality, courtesy, integrity and grooming. The skills and qualities identified are reflected by the five key components of customer service tangibles, reliability, responsiveness, assurance and empathy. The five components have been provided by the SERVQUAL service measuring
To cater to customer needs. To keep in mind the complications that arises in different situations and handling it. Teamwork and proper service, internal strategy and proper communication.
There are many skills needed to deal with customers. They range from dealing with indecisive people to emotionally unstable ones and even timid ones. By using positive communication, good body language, and by actively listening, you can be sure that you can identify the problem that is occurring and start looking for a solution that not only makes the customer content but that follows the policies and values of the business. Most problems arise because not everyone knows these skills and how to use them. The right training can go a long way for a business and its relationships with its customers.
Customer service has been around for many years. When customer service first came into place in the business world, it was in stores. In society today customer service is with any job with any company. “Customer service is not a department, it’s everyone’s job. -Anonymous”. (Walter). Customer service is taking care of your customers. Every customer needs to be treated the same with excellent customer service no matter the business or the age of the customer. All employees need to adapt to each customers’ needs in order to provide the best experience possible.
A very important part of operating a successful organization is ensuring that the employees are effectively trained. Employees that aren’t properly trained, especially in a service organization, can have a negative effect on the customers’ experience. It pays off for employers to spend the time and money on training their employees. In the article titled Importance of Employee Training: 6 Reasons Why It Saves You Money, the author, Brian Benton, says “Employees who feel inadequate, underachieving, or unsupported are unhappy. They aren’t satisfied in their work, which will cause them to underperform, make mistakes, and not care about their work product. That costs the business in lost time and money.” (Benton, 2014). This paper will illustrate
Customer Service means knowing the people who purchase from you and why they do as . Regularly evaluate their needs. Is another season coming up where they have to reorder products or schedule service? Or, then again is it an opportunity to take a gander at making a move for their customers? Remind them. In what manner can your business be an accomplice or partner in helping your customer address issues? Answer that inquiry, and you'll end up noticeably basic.
They can enriches and increase the customer value proposition and bring out supper productivity. Through the re-education and training course, all of employee gain the powerful in productivity and knowledge.