Employee Customer Service Training



Employee Customer Service Training

Introduction

One of the most essential tasks in conducting a business successfully is customer service, as it has a direct impact on the company's image and the way how it goes about meeting the demands of the clients or customers. In order to conduct or implement training regarding the customer services with the employees, it is important that the company must have a deeper understanding regarding the expectations and the needs of the customers. Business organizations, in today's competitive world, seek for a customer who is delighted. A delighted customer will bring about more potential customers through a good word of mouth, (Liao, 2004).

Company must be in a position to meet their customer's expectations and needs through training which should not only be consistent; however, it should also be reinforced positively. Business organization that wishes to be successful in the implementation of the training regarding the customer service, needs to at first identify the requirements and the needs of their customers, evaluate and assess the skills of their employees, form and implement a training mode and reevaluate the delivery of the customer service constantly. Training can reveal the areas that lack communication and require greater attention. Involving the employees in training can give them an open space for learning new and innovative ways of dealing with their clients and the issues that they face. It will help the organization to better understand its employees, let alone clients.

In our discussion, we will be focusing on the creation of a new employee customer training. We will be justifying the use of the needs assessment for the company's employee-customer service training. We will be suggesting five ways in which such an assessment would expose any existing performance deficiencies. Further, we will be developing a customer service training implementation plan, whilst exposing a couple of ways for motivating the employees.

Discussion

Purpose for needs assessment

Assessment of the training needs is a continuous process for collecting data. It is done for the purpose of determining the existence of the training needs; so that the organization can focus on developing the training programs to assist the organization better achieve its goals and targets. In order to make training program a success, conducting needs assessments is crucial, (Montegar, 1977). Organizations that just go for training programs without assessing the needs are at greater risks for overdoing or under doing training than those that do.

Therefore, in order to conduct employee customer service training, it is essential that the organization should first conduct the assessment of the needs, as it will help it identify the areas that are in dire need of training. This must be done prior to the development of a training program. Identification of the training needs for the employees require a careful in depth examination of the production, costs, raw materials, mission objectives and various other factors. Conducting this assessment is helpful as it will help identify:

Goals of the organization and the effectiveness of the organization in achieving ...