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Analysis (Training Class) HR - Case Study Example

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Running head: CASE ANALYSIS (TRAINING CLASS) HR Insert Name Insert Insert 15 July 2011 What are the training objectives for the CSS training program? Indicate how these are tied to the KSA requirements. The Customer Specialist Training Program objectives include developing effective communication to customers on the policies and procedure related to their needs…
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Case Analysis (Training Class) HR
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Running head: CASE ANALYSIS (TRAINING HR Insert Insert Insert 15 July What are the training objectives for the CSS training program? Indicate how these are tied to the KSA requirements. The Customer Specialist Training Program objectives include developing effective communication to customers on the policies and procedure related to their needs. In addition, it involves designing systems that ensure customers turn in correct and accurate forms, ensuring that trainees sustain a pleasant conversation with the customers and creating customer care specialists who are effective in problem solving and conflict management. Other objectives include developing trainees’ understanding of their behavior and its effects on the customers, developing an effective language style that yields to a positive customer’s response, and developing a good CSS – customer relationship. Knowledge, skill, & abilities (KSAs) are very important for any job applicant, whereby, knowledge determines the amount of information that one has accumulated, for instance customer service skills. On the other hand, skills involve manipulation of people or data manually, either verbally or mentally, for instance proficiency in communication. Lastly, abilities are the powers entailed in performing a certain task at a particular time to solve problems amicably (Participant guide, 2006). Based on the training objectives provide a training agenda, indicating the time allocated and order of modules in your program. Customer Service Training Program: this is a four-week training program. Modules : week 1-4 Time: 5.00 pm- 7pm communication skills Week 1 Customer handling techniques; managing the customer’s expectations Week 2 Effective problem solving techniques Week 3 Developing customer relationships Week 4 For each module, describe the goals of the module and the training methods you will use to accomplish it. Provide your rationale Communication skills: The aim of communication skills is to educate trainees on good communication methods that enhance a customer’s trust and reliability. Eloquence is very important while communicating to a customer, as the employee is able to market the organization. Effective communication develops a good customer–employee relationship. The goals of this module are to ensure that CSS are eloquent, and capable of conveying important messages. Customer handling technique The goal of this module is to meet customers’ expectation, which can be accomplished via good communication skills, stress management, and trainees learning on how to deal with stressful customers, with a positive attitude. The module guarantees effective skills while handling customers, for instance, being patient and courteous. Effective problem solving techniques The module includes learning skills on how the trainee can identify a customer’s problem and give the problem a priority by researching on its cause. This is in addition to developing solutions on how to solve the problem and identifying the effective solutions and finally developing a plan to implement the suggested solution. The goal of this module is to yield effective problem solving techniques, such that, CSS can handle any pressure amicably. In this module, learning materials will be provided and trainee will be assessed at the end of the module. Developing employee’s relationship When customer’s needs are adhered to, they develop satisfaction from the service given. Thereafter, they tend to rely on that particular organization as they are assured content. This module simply trains on how to develop good customer relations starting from good communication skills, managing customer’s expectations, and marketing the organization’s name. It is a summary of all other modules, whereby, trainees are expected to emphasize on its contents. Presentations will be used in this module, whereby, real example will be portrayed and the trainees will be evaluated through these presentations. The ability to handle pressure and stress will be emphasized on, and thereafter, an assessment exam will be issued. This will determine the capability of the trainees to be effective. How will you evaluate whether each person in your training program has mastered the knowledge and skill levels needed to perform as a CSS? Describe the types of questions you would ask of those supervising the CSS employees graduating from your training program. According to Blanchard (2007, p. 200), eliciting performance in trainees is important. Here, employees are presented with real-life examples, and it is through such an evaluation that they are able to apply the skills, capabilities, and knowledge acquired. Thereafter, feedback is important on their performance. The training acquired should be transferable to their workplace, and this is the only way their supervisors will note an improvement in their performance. Below are questions directed to the supervisors. Do the trainees portray any knowledge, skill and abilities? Are the trainees effective in issues pertaining to problem solving? How are they relating to the customers? If the answer to thee questions are positive, then the training program is deemed successful. References Blanchard, P & Thacker, J. (2007). Effective Training Systems, Strategies, and Practices. Third edition. Pearson publishers. Retrieved from http://www.uio.no/studier/emner/matnat/ifi/INF4280/h08/Blanchard2007GagneBriggs.pdf. Read More
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