Analyzing Customer Service Training Class Research Paper

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Customer Service Training Class

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

A needs assessment is imperative for every company as it enables the company to address and take into account the gaps or needs between prevailing conditions and those that are preferred. Being a retail company, the employee needs assessment is perceived to be an asset to the corporation. It is imperative for all the personnel to be able to function and operate efficiently and effectively. There are different ways in which a needs assessment would expose any existing performance deficiencies. For starters, one of the ways is by placing emphasis on the individual needs of the potential employee. The assessment makes it possible for the employer to ascertain the precise needs of the employee. This is largely beneficial as it enables a custom-made and specific training to meet the needs of the prospective employee. Secondly, a needs assessment can reveal existing performance insufficiencies and paucities by examining the organizational performance. This enables the company to identify the skills, competence and knowledge that is necessitated from the potential employee. This in turn enables the company to be able to not only target, but also recruit potential employees that fit the bill and will be an asset to the company (Brown, 2002).

One other way in which a needs assessment would expose any existing performance deficiencies is by means of an occupational needs assessment. This particular assessment looks at the abilities, understanding, and capabilities necessary for impacted occupational groups. This evaluation ascertains the prevailing occupational discrepancies or gaps. In addition, the assessment undertakes the analysis of an employee's job performance. Dissimilar or new work for the employee can be determined and executed if required. A needs assessment can reveal any prevailing performance insufficiencies by piloting a personality test. It is imperative to point out that a number of individuals have trouble working in retail. They might also have difficulty operating in such close capacity with others. Another way that a needs assessment would expose any prevailing performance deficiencies would be to appraise and examine an individual's cognitive stability and capacity. The retail industry is an area that can be demanding and hectic. As a result, an employee can easily end up being overwhelmed with great demands, assignment as well as the arrogances of consumers. It is imperative to ascertain that the employee has the ability to cope with the hectic nature and pressure that comes along with work at a retail industry. Questionnaires can also be employed to attain a clearer picture as the respondents are asked similar questions. The responses given would be collected and the data used in identifying different challenges in performances as it can be analyzed not only qualitatively, but also quantitatively (Brown, 2002).

Develop a customer service training implementation plan and determine how the method of training (i.e., presentation, discussion, case study, discovery, role play, simulation, modeling, or on-the-job training)

Customer service is a significant area in everyday business operation as it is a direct reflection of the company and the manner in which it is capable of meeting consumers' needs. Implementing customer service training of employees necessitates a concrete understanding of the consumers' needs and prospects, in addition to being able to meet and exceed those needs and prospects through a reliable and positively strengthened training. To implement customer service training of employees, the company will require pinpointing its customer's needs, evaluating the employee's skills, designing and enacting a training vehicle, and continuous reassessment of customer service delivery (Richason, 2016).

Phase 1

The first step is to identify the needs of the consumer. To execute efficacious customer service training of employees, it is primarily necessary to understand what the consumers expect from the company personnel and what their needs are in overall. According to Richason (2016), this can be done by handing every consumer a comment card, placing ratings or a feedback section on the official website or asking the consumers regarding their company experiences. Another aspect would be to obtain a survey firm to pilot a customer satisfaction survey (Richason, 2016).

Phase 2

The second phase of the implementation plan is to evaluate the skills of the employees. This can be done by observing the manner in which an employee interacts with consumers, their reaction to their needs and the level of service offered. In turn, the company ought to assess each of the employees and identify the personnel with the best set of skills for a certain customer service need. There also ought to be the piloting of regular demonstrations where the employees display the execution of their skill sets.

Phase 3

The third phase is the selection of a training method. The method particularly selected is presentation. The employee presentation can be used as a manual for training the customer service aspects. This particular method has been selected because not only is it simple, but also more practical and effective.

Phase 4

The final phase is evaluation. The company ought to reassess the employee's customer service relations on a steady basis. Employee assessments ought to be undertaken at least twice a year to as many as once a quarter. You want to allow the employee to give feedback on their assessment and for the same reason, permit them input on how effective they trust the customer service training to be (Richason, 2016).

Propose two (2) ways to motivate an employee who has no interest in attending a training class

1. Incentives

One of the ways in which to motivate employees who have no interest in a training class is through incentives. The company can offer incentives to the employees who effectively and successfully finalize training classes and programs. Owing to the fact that the training is purposed and intended to help the employees as well as the company, having a small incentive, for instance, an additional vacation day, a raise or a stipend offers great motivation to the employees not only to attend the training classes, but also perform well in them. In addition, it is imperative to offer quizzes to the employees subsequent to undertaking the training classes. This is to ensure that the employees are not just undertaking the training simply due to the incentives. The subsequent tests will give an ascertainment that the employees paid attention during the classes. This will enable them, in the end, to gain the necessary skills and abilities (Hudock, 2016).

2. Convey the Importance of Training Classes and Programs

Another way of motivating the employees in order for them to attend training classes is to communicate to the employees the significance of training classes. In particular, the employees can be communicated to the imperative of effective and successful training as a boost in their career. It is imperative for the employees to understand that training them is purposed for them to work well within the company. However, there is a great possibility that these individuals will move on to other positions in the future, perhaps owing to better prospects or downsizing. By letting the employees know that the skills being presented to them during training are beneficial beyond their present employment, they will be motivated to be more open to training and be more serious about the classes (Hudock, 2016).

Develop a survey to collect feedback from the employees who attend the training

The following survey will be employed to collect feedback from employees subsequent to attending the training. In particular, the survey is purposed to obtained data and information as to whether the training was beneficial to the employees or not, how the knowledge attained in training will be utilized and also, whether there is need for additional training or not. The survey will also seek to find out the challenges and difficulties that the employees face on an everyday basis. More so, the survey will also place emphasis on different aspects, such as opinions of the employees, job positions as well as the ages, with regard to the training class and program.

Employee Survey

Section one

Kindly place an X mark to where you would like to answer.

1. Indicate your sex



2. What is your position within the retail company?

Junior Employee

Senior Employee


Executive Manager

3. What is your marital status?




Section Two

Kindly place the mark X against your preferred selection below.


Strongly Agree




Strongly Disagree

The training fulfilled your expectations

Will you be able to use and utilize the training?

The topic set out to be trained on were adhered to The training information and content was well thought out and easy to follow

Materials given during the training were pertinent and useful

The trainer was competent and well knowledgeable

The value of the instructions handed out was good

Trainer accomplished the objectives of the training

Interaction amongst employees and discussion was encouraged during training… [END OF PREVIEW]

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Analyzing Customer Service Training Class.  (2016, February 26).  Retrieved October 17, 2018, from

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