Organizations are continuously seeking to improve quality in which there is more focus on their customer service and relations. In most organizations the customer service skills contribute to the success of the organization. Individuals with good people skills are the foundation to excellent customer service. The skills associated with good customer service are problem solving, team work, leadership selection is not an effective way to improve productivity in situations where only a few applicants compete for a large number of openings, or a business involves only easily learned tasks (Brown, 1996).
Employees have many options to improving their performance In the event an organization encounters these situations, selection techniques would not be used but training would be used. In any organization, when employees have interactions with customers it represents the organization. The perception held by the customers experience will influence how they will perceive the organization and its products. When determining the training needs of organizations employees and filling positions are important factors in the HR management processes.
Having the right number of people with the right training in the right jobs to meet its sales goals for the new product is essential in a viable organization (Kusluvan, 2003). A job analysis needs to be completed to know the skills needed for each position. The job description will lay out the skills and abilities of an individual needed to fill a job will come from the job analysis. The needs assessment role is to give answers to such commonly asked questions such as the when, who, and why.
Conducting needs assessment protects the assets of an organization and facilitates conservation and proper utilization of resources set aside for training. A needs assessment helps to know whether training is the ideal solution to a performance deficiency (Barbazette, 2006). If training does not help resolve a deficiency in skills and knowledge, there would be no need for the training. Organizations should know the reason training to avoid wasting resources in training materials. Needs Assessment Purpose
Altschuld and White (2010) point out training needs assessment serves several multiple purposes only if proper implementation takes place. The needs of the organization is the most important when it comes to the training offered. Serving the business needs with training adds value only when it is needed. Lastly, it will help correct the issues that the clients may present. The clients know what they want but do not know the way to correct issues concerning human performance. A needs assessment can communicate distinctive information given by the client, also give other reason on the clients original feeling.
The other reason for the assessment is to match up with the employee’s performance needs ultimately meeting the needs of the organization. A major role of the assessment is to gather the information that will back the design of the training, which best fits the needs of the employee’s job description. Also, it results in recommendations regarding non-training issues that are affecting the achievement of the desired organization and employee performance goals (Barbazette, 2006). It is equally as important for the individual assessor to know the issues and give suggestions as to how these issues could be addressed. In addition, training needs assessment helps protect the continuance of the training functions in an organization.
During hard times the risk will not be so high if the training provided adds value to the organization. In the process of a needs assessment one should consider the needs of the business, employee performance, and individual learning. The evaluation methods consist of different factors such as organization needs, learner reaction, job performances and learning. The goal in training is to be able to identify positive changes in each of the four needs assessment pre-measures when post-measured during evaluation (Lenan & Bailey, 2006). The evaluation measurement can cause the organization to begin a new needs assessment. A needs assessment uncovers the existing performance deficiencies. The assessment will address the following questions: Need of training?
Organizations need to compare the deficiency to the business needs and confirm that the positive outcome of training employees outweighs the problems inherent in performance deficiency (Tobey, 2005). In order to answer this question, one will have to complete an alternative analysis along with a feasibility analysis. Individual training?
Individuals that can provide a solution to the deficiency should be involved in the training. The targeted population should be analyzed to acquire the knowledge of their deficiency. The analysis will also help design the training program needed and that would be of interest. Unstable Performance Resolved
The best way to solve performance issues is by offering training or if training is not feasible offer was to solve the issues. A performance analysis will identify the deficiency of skills; this can be solved by training. Best Performance Ways?
To achieve the best results there is a better way to accomplish the task. Job performance standards such as Standard Operating Procedures (SOP) should be set by the organization (Tobey, 1987). Government regulations should also be considered when completing the task in a required manner. Conduct task analysis to identify the best way to perform. Training Timing?
Organizations have to consider the best time to complete the training due to the holiday schedules and business cycles will impact the employee attendance.
Improvement of the organizations performance is done through the performance and commitment of the employees as well as training. Training will aid employees in their current roles and help develop them for possible future added responsibilities. Some of the purposes of training are to update employee skills, preparation for promotion, and success in management while satisfying the employee needs. Some organizations provide apprentice training.
The implementation of a training program being successful depends on more than the organizations ability to identify the needs. The success depends on the ability to obtain information to design a training program to fit the need. Some experts think that the design of the training programs should be focused on objectives of the instructional training’s willingness of employees, instructor’s characteristics and principles of learning. There are many methods of training employees, these methods consist of presentations, role play, on the job training, case study, online web base seminars and simulations.
The method of training chosen is online web- based training because it is very convenient to use. If ones company is not already using it, then there should be plans to implement online training as a part of the overall plan for education. Web-based training has several advantages. •Provides employees access to training materials twenty four hours a day so, they can learn and complete on their own schedule •Management can track employees progress
•Expenses are cut due to not having to provide instructors, venue or materials
•It enables staff members from various geographical settings to take the training at their convenience without the time or expense of traveling. Since the introduction of the internet, organizations now have virtual online training. This is a way that the company can offer training on various subjects in an online environment. Some organizations offer certificate programs for the completion of the courses employees complete. Ways to motivate employees
The most indisputable way to motivate employees into attending a training session is to make it a requirement to attend training on scheduled work hours. There are ways to motivate employees that are not interested in attending training sessions are as follows (Tobey, 2005; Rossett, 1987).
The most common incentives for employees to attend training will include opportunities for promotion, college credits, certificates and monetary compensation. Relate the training to an employee’s immediate job
Employees are more willing to attend training when the material covered will be directly related to their immediate job performance. Employees would be more motivated to attend a training session on a computer program that the organization will be using in two months than a training session on “Future Trends on Office Automation” (Rosset, 1987). Therefore, training should be provided before the implementation of the product instead of with the thought of we may use it. Make the training interesting
Employees are more interested and willing to go to training if the session are interesting and they gain useful information associated with their position. Increase employee buy-in in the training
If the employee has a say in the information covered and the type of training given they will be more likely to attend these sessions. Provide the food.
The organization provides lunch during the training session for the employees as the presentation is carried out. This would be the highest possibility that the employees would attend this training. Reduce the stress of attending the training
Often times, employees are willing to attend training but their schedule constraints keep them from taking the time away from their schedules. The organization can assist employees with attending training by reducing their workload or giving assistance with workload. Customer feedback is significant to respond to customer needs and issues to ensure satisfaction of the Company’s products and services (Brown, 1996). Feedback in training is important in helping make improvements for future training sessions. Sample of survey used to collect feedback.
1. Overall how would you rate the training class?
*2. Please rate the following aspects of the training class
Did your trainer actively ask questions
Did your trainer have a professional demeanor
Please rate the qualifications of the instructor
3. Based on your experience at this training class, how likely are you to
attend future training class with this instructor?
4. What did you learn from the training?
5. What do you think about the quality of training?
6. Were the training materials enough?
7.Suggest other methods of training
8.What did you learn from the training?
In conclusion, all organizations should place training employees on customer service at the top of their priorities. Customers will continue to come back when they receive good service and back service will drive customers away. Therefore all organizations need to continue to enhance the customer service skills of their employees through customer service training.
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