Evaluation Of A Customer Service Training Essay - 1659 Words

HR Training Class The author of this paper is a member of the Human Resources (HR) team of a small retail company and has been assigned to create a new employee customer service training class for all new employees. Training is vital to teach new employees the knowledge and skills required for a job. According to Stewart and Brown (2012), training is â€Å"a planned effort to help employees learn job-related knowledge, skills, and attitudes† (p. 332). The purpose of this paper is to present a detailed plan of the creation, implementation, and evaluation of a customer service training class for all new employees of the small retail company. First, the paper will design the training plan using a needs assessment. A needs assessment is a process that identifies the elements of the job that are required to ensure effectiveness and efficiency. Second, the paper will develop a customer service training implementation plan using role play as a training method. Third, the paper will determine ways to motivate the employees attending the training class. Last, the paper will develop a survey to collect feedback from the employees who attended the training class in order to evaluate the training’s effectiveness. Needs Assessment A needs assessment is the process of determining â€Å"what type of training to offer and who should be trained† (Stewart et al., 2012, p. 341). In regard to the customer service training class it has been determined that new employees will receive theShow MoreRelatedCustomer Service Training For Employees1569 Words   |  7 PagesCustomer service training refers to teaching the employees the skills which are required to deal with the customers to provide the maximum satisfaction to them. With this type of training employees are given the necessary knowledge and skills to improve the effectiveness that goes along with customer service. 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