Hr Training Class
Customer demands and the rise in competition have caused many companies to focus on customer service and relations. The ability to provide great customer services has much to do with the success of many individuals and companies. Customer service isn’t about giving the customer exactly what they want. It involves skills such as problem solving, empathy, interpersonal skills, communication, and leadership abilities. Employee performance can be improved in many ways. Training is one way to emphasize employee performance. Each customer interaction is a representation on the company. How the employee handles the interaction is a direct determination of whether the customer will return.
Justify the use of a needs assessment of your company’s proposed employee customer service training, stressing five (5) ways in which such an assessment would expose any existing performance deficiencies. When conducting a needs assessment, there are three areas that must be considered: organizational needs, occupational needs, and individual needs. Organizational assessment evaluates the level of organizational performance. An assessment of this type will determine what skills, knowledge, and abilities an agency needs. It determines what is required to alleviate the problems and weaknesses of the agency. Occupational assessment examines the skills, knowledge, and abilities required for affected occupational groups. Occupational assessment identifies how and which occupational discrepancies or gaps exist. Individual assessment analyzes how well an individual employee is doing a job and determines the individual's capacity to do new or different work. Individual assessment provides information on which employees need training and what kind. A needs assessment is a wise investment for the organization.
It saves time, money and effort by working on the right problems. Determining the needs of employees is a significant aspect of human resource management process. Knowing
Justify the use of a needs assessment of your company’s proposed employee customer service training, stressing five (5) ways in which such an assessment would expose any existing performance deficiencies. When conducting a needs assessment, there are three areas that must be considered: organizational needs, occupational needs, and individual needs. Organizational assessment evaluates the level of organizational performance. An assessment of this type will determine what skills, knowledge, and abilities an agency needs. It determines what is required to alleviate the problems and weaknesses of the agency. Occupational assessment examines the skills, knowledge, and abilities required for affected occupational groups. Occupational assessment identifies how and which occupational discrepancies or gaps exist. Individual assessment analyzes how well an individual employee is doing a job and determines the individual's capacity to do new or different work. Individual assessment provides information on which employees need training and what kind. A needs assessment is a wise investment for the organization.
It saves time, money and effort by working on the right problems. Determining the needs of employees is a significant aspect of human resource management process. Knowing
References: Cekada , T. (n.d.). Retrieved from http://www.asse.org/education/seminarfest13/docs/PSJ Articles/Sem 52/Conducting an effective needs assessment_Cekada_1211Z.pdf Ingulli, E., & Halbert, T. (2012). Law and ethics in the business environment. (7th ed.). Mason, Ohio: Cengage Learning. Planning and evaluation. DOI: www.opm.gov Stewart, G., & Brown , K. (2012). Human resource management; linking strategy to practice . (2nd ed.). Hobbken, NJ: John Wiley & Sons Inc. The benefits of web-based training. (n.d.). Retrieved from http://www.etilearn.com/wbt_benefits.html Tobey, D. (2005). Needs Assessment Basics: A complete, How-to Guide to Help you: Design effective on target training solutions, Get support and ensure bottom-line impact. USA: ASTD Press.