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HR Training class - Essay Example

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When designing a training and development program, i.e. customer service training program, the training team must follow the five stages for the…
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Download file to see previous pages e management must evaluate; who needs the training, where the training should happen, when the training will happen, why the training should happen, as well as, how it would happen.
To accomplish this, the management must conduct analysis-using information that relates to the organizational goals and objectives, jobs and other tasks, which the employees need to learn, competences that the employees must possess to execute their duties effectively, as well as, the employees that the human resource should train. An effective needs assessment, program would help the management to direct resources to the areas that have the greatest demand. The needs assessment, program should help in addressing the needed resources as far as customer service is concerned. It should as well help in evaluating the needed resources as far as enhancing productivity, achievement of organizational goals, as well as, improvement of the quality of goods and services are concerned. A needs assessment in customer service entails identifying the gap between what the human resource expects from the employees and the actual performance, as far as customer service is concerned. Needs and assessment, therefore, helps in closing the gap.
The assessment within the small retail business would include three levels, which this paper will justify their need. The first level is organizational assessment. Organizational assessment determines the current performance of the organization, as far as, offering quality services to the customers is concerned. The assessment will help in identifying if the employees possess the right skills, abilities, knowledge or competencies in customer service. The assessment helps in solving problems present in customer service. Different businesses have different customer service needs. For example, a manufacturing company would have different customer service needs compared to a retail business. This reflects the importance of assessing the needs. In other words, it would ...Download file to see next pagesRead More
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