Customer Service Training - Case Study Example

The paper "Customer Service Training" is a perfect example of a case study on business. I agree with the Fed’s decision that training is necessary since the hardware store is currently losing customers since it cannot implement competitive pricing. There is a need to train employees on customer service skills in order for the business to compete with personalized service and improve the revenues from the high volume items (Blanchard & Thacker, 2013). The employees need skills in communication, negotiation, interpersonal and customer relationship management. Training employees will improve their skills and result in higher employee performance and job satisfaction. The business will ultimately benefit from higher customer satisfaction and loyalty (Blanchard & Thacker, 2013).

What should Fed have done before choosing a training package
Fed should have conducted a training needs analysis through auditing the current skills of the employees in order to identify the skill gaps. The employees should have prior knowledge of the products and have an expectation of the purpose of the training and expected training outcomes. Accordingly, Fed should have developed training resources or materials that are aligned with the employee training needs and critical areas in customer service include employee attentiveness, communication skills, product knowledge, persuasiveness, and sales closing abilities (Blanchard & Thacker, 2013). The other thing that should follow is the selection of the appropriate training method that will meet the expected training outcomes. Fed should evaluate the effectiveness, flexibility, and cost of each method in order to select the most suitable method (Blanchard & Thacker, 2013).

How I would plan the training and create work simulations for Fed’s
As a consultant hired for training, I will plan for the training materials and resources and ensure there is a quiet training room that ensures employees pay attention to the training sessions. I will consider the unique learning strengths and abilities of each employee and develop training simulations that are based on real-life customer service situations in order to improve the business awareness and customer handling skills (Blanchard & Thacker, 2013). I will include tactics of negotiation, problem-solving persuasion and closing a sale in order to make the training memorable and exciting. I will also factor challenging situations whereby employees will be expected to handle difficult customers. I will have the necessary equipment such as screens and computers (Blanchard & Thacker, 2013).

The success of the training
I believe the training will be a success since each trainee will be accorded personalized attention depending on his or her unique learning abilities. The work simulation training method is appropriate for the training outcomes in customer service since the employees will encounter real-life experiences and challenges that can be simulated through the training (Blanchard & Thacker, 2013). Other factors that may influence the success of the training include the appropriateness of the training resources and duration period of the training (Blanchard & Thacker, 2013). Accordingly, the inclusion of real-life customer service scenarios in the simulation and degree of employee acceptance of the training method will influence success.

Fed’s use of $ 20, 000 left in the budget to further advance the organizational goal of personal service for customers
Fed can utilize the $ 20,000 left in the training to train the six managers on management skills, leadership, and strategic market planning. The six managers need training on how to ensure non-management employees remain committed to the business goals, how to articulate a business vision and motivate the subordinates (Blanchard & Thacker, 2013). The six managers must also acquire skills on market trends analysis that will enable identification of opportunities and threats to facilitate strategic planning (Blanchard & Thacker, 2013).