Customer Services Employees Training

Customer Services Employees Training

Introduction

Individuals and organizations as learners can have different needs pertaining to education and training. A proper and adequate assessment of these needs is essential for developing an appropriate and efficient program which addresses these needs and fill the underlying gaps. Assessment of needs from the individual's perspective is an important part of any organizational design and allows employers know the gap in employees' performance. Needs assessment is often conducted when an organization decides to train its employees (Altschuld, 2010).

Goods and services oriented organization heavily rely on their customer services professionals. They have to take of their needs and also fill the gap in their performance because these are the people who gather customers and also fulfill the requirements of clients. Owing to this fact, it is important for an organization to assess their needs and provide them with training sessions.

Discussion

Needs assessment serves to be an effective practice in getting aware of the gaps in the current state and the desired state of the targeted group for any program or project (Tobey, 2005). This helps both the learner and educator in making properly informed decisions regarding the program to make sure that the program or training is efficient. Needs assessment may be carried out using formal or informal procedures.

Needs assessment is considered to be an important procedure in the educational and instructional field. It is referred to a process which involves systematic way of identifying and attending to the gaps in terms of needs that exist between the current or existing circumstances and intended or desired circumstances (Altschuld, 2010). In order to address the discrepancies and gaps between the existing situation and the desired situation, it is important that those discrepancies that are the needs are properly identified and measured through an adoption of systematic procedure.

The customer service is the ability of skilled employees, experienced and enthusiastic to provide products and services to their internal customers or external, to satisfy their needs, apparent or not, acquirable advertised by word of mouth that will bring favorable new purchasers to the organization (Macaulay and Cook, 2008). Training needs of customer services employees are those issues, knowledge or skills to be learned, developed or modified to improve the quality of work and preparation of comprehensive individual as partner with organization. The training needs assessment is the procedure from which is obtained information needed to develop a training program. The goals of trainings are to identify discrepancies between what is and what should be (Tobey, 2005). There are four questions that should be allowed to assess needs of employees:

Who needs training?

What they need training?

What level of depth?

When and in what order should be trained?

A skills inventory is a document that has information about the knowledge and employee skills so you have immediate information on employees can be promoted to higher-level or lateral positions. The inventory usually contains details of the post currently occupied by the worker, their skills, knowledge training and formal education that you have received ...