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Training and development 1 - Essay Example

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Name: University: Course: Tutor: Date: Training and development 1 Introduction Employee training and development is essential for any successful organization. It is a key performance improvement tool. Any organization must first identify the training needs based on the strategic objectives of the organization…
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Download file to see previous pages Good customer service entails maintaining communications with both internal customers and attracting external customers. Good customer service will improve customer retention and loyalty to the organizational products and services. Good customer service will improve the sales revenues and profitability of the organization through repeat sales. Good customer service will ensure market share retention thus the organization will reduce the advertising and promotional costs that are incurred in attracting new customers. Good customer service will also reduce the number of customer complains thus improving the reputation and corporate image in the society. Some of the essential customer service skills that employees should be trained include building customer trust, customer courtesy, maintaining positive relationships, controlling customer conversations, calming upset customers, business etiquette, problem solving skills, customer service attitude, listening skills, managing customer expectations and dealing with difficult customers. Other customer service skills that need training include the customer service charter, handling customer complains and customer follow-ups in order to create future selling opportunities. Question two Competency modeling has some similarities and differences with traditional needs assessment technique. Competency modeling entails determining the specific competencies that will lead to high performance and success in an organization. Competencies include the knowledge, skills and behaviors and also some attributes that are required for successful performance of a particular job. Other competencies include the personality, traits, social roles and motives that are essential for the job. On the other hand, traditional needs assessment consists of organizational analysis, task analysis and individual analysis in order to identify the skills gap in the organization. The organizational needs analysis will consider the impacts of changes in technology and changes in the workforce which can impact on the attainment of organizational objectives. Traditional needs assessment will consider the current skills and knowledge of the employees. Competency modeling and traditional needs assessment have certain similarities since the two training needs assessment techniques aim at identifying the skills which are essential in attaining successful work performance. The two methods aim at meeting the staffing needs of the organization through identifying the knowledge, skills and attitudes that are needed in each job position. The two methods aim at motivating employees through new skills training and developing than improving the overall organizational performance. One of the significant differences between competency modeling and traditional needs assessment is that competency modeling extends beyond the boundaries of the job to include organizational vision, mission and strategic objectives in formulating the training needs. Competency modeling utilizes more organizational resources since the models must be validated and the targeted training population is usually large enough to justify the resource expenditure. Competency modeling takes in to account successful exemplars in the job position and competencies that they displayed in the job unlike training needs analysis which focuses on the skills needed to successfully perform the job. Traditional need ...Download file to see next pagesRead More
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