Imagine That You Are A Member Of The HR Department Of A Smal ✓ Solved

Imagine That You Are A Member Of The Hr Department Of A Small Retail C

Imagine that you are a member of the HR department of a small retail company and upper management has asked you to create a new employee customer service training class for all new employees. Write a six to seven (6-7) pages paper in which you: Justify the use of a needs assessment of your company’s proposed employee customer service training, stressing five (5) ways in which such an assessment would expose any existing performance deficiencies. Develop a customer service training implementation plan and determine the method of training (i.e., presentation, discussion, case study, discovery, role play, simulation, modeling, or on-the-job training). Justify why you selected the training method that you did.

Propose two (2) ways to motivate an employee who has no interest in attending a training class. Develop a survey to collect feedback from the employees who attend the training. Use at least three (3) quality academic resources in this assignment. Note: Wikipedia and other Websites do not qualify as academic resources. Your assignment must follow these formatting requirements: Be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides; citations and references must follow APA or school-specific format.

Check with your professor for any additional instructions. Include a cover page containing the title of the assignment, the student’s name, the professor’s name, the course title, and the date. The cover page and the reference page are not included in the required assignment page length. The specific course learning outcomes associated with this assignment are: Design job and task analyses that align with the overall HRM strategy. Design training and development systems to improve employee performance. Use technology and information resources to research issues in strategic human resource development. Write clearly and concisely about strategic human resource development using proper writing mechanics.

Sample Paper For Above instruction

Introduction

Effective customer service is vital for the success of small retail companies, as it directly influences customer satisfaction, loyalty, and overall business reputation. Developing a comprehensive employee customer service training program ensures that new employees are equipped with the necessary skills and knowledge to meet customer expectations. Implementing such training requires a systematic approach, beginning with a needs assessment, which identifies existing performance gaps and areas for improvement. This paper discusses the importance of conducting a needs assessment, outlines an implementation plan, justifies the choice of training methods, proposes motivation strategies for reluctant employees, and designs a feedback survey to evaluate training effectiveness.

Need for a Needs Assessment

A needs assessment is a critical first step in developing an effective customer service training program. It involves analyzing the current performance levels of employees, identifying gaps between actual and desired performance, and understanding the root causes of deficiencies. Conducting this assessment exposes performance deficiencies that need to be addressed through training, ensuring resources are allocated effectively. Five ways in which a needs assessment reveals performance issues include:

  1. Identifying skill gaps: Determines whether employees lack specific customer service skills such as communication, problem-solving, or product knowledge.
  2. Recognizing attitude and behavior issues: Highlights negative attitudes or behaviors impacting customer interactions.
  3. Assessing training relevance: Ensures training content aligns with actual skills needed, avoiding unnecessary or generic training.
  4. Detecting process inefficiencies: Reveals procedural or operational obstacles that hinder excellent service.
  5. Evaluating performance metrics: Uses customer feedback, sales data, and service reports to pinpoint areas needing improvement.

This systematic evaluation prevents redundant training and targets specific deficiencies, leading to a more efficient and impactful program.

Customer Service Training Implementation Plan

The implementation plan involves selecting appropriate training methods, scheduling sessions, and ensuring participant engagement. The chosen method for this training is role play combined with on-the-job training. These methods promote active participation and allow employees to practice real-life customer interactions in a controlled environment, building confidence and competence.

Justification for this choice includes:

  • Practical experience: Role plays simulate actual customer scenarios, enabling employees to apply skills directly.
  • Immediate feedback: Trainers can provide instant corrective guidance, reinforcing proper techniques.
  • Enhanced retention: Experiential learning through role play reinforces concepts more effectively than passive methods.
  • On-the-job reinforcement: Follow-up on-the-job training ensures transfer of learned skills to daily customer interactions.

The training schedule will include introductory sessions, role-playing exercises, and supervisory follow-ups within the first month of employment. Incorporating feedback and continuous improvement will be central to the plan.

Motivating Uninterested Employees

Some employees may show reluctance or lack of interest in participating in training. To motivate them, two effective strategies are proposed:

  1. Incentivization: Offering incentives such as recognition, certificates, or small rewards can create extrinsic motivation, encouraging participation.
  2. Involving employees in the training design: Engaging employees in shaping the training content and process fosters a sense of ownership and relevance, increasing intrinsic motivation.

These approaches address both extrinsic and intrinsic motivation factors, increasing engagement and commitment to training outcomes.

Feedback Survey Development

To evaluate the training’s effectiveness, a feedback survey will be distributed to participants post-training. The survey includes questions on:

  • The relevance and clarity of training content.
  • The applicability of skills learned to the job.
  • The trainer’s effectiveness.
  • Suggestions for improvement.
  • Self-assessment of confidence in customer service skills after training.

Respondents will rate items on a five-point Likert scale, providing quantitative data, along with open-ended questions for qualitative insights. This feedback will inform future training enhancements.

Conclusion

A systematic approach involving needs assessment, appropriate training methods, motivation strategies, and feedback collection ensures the development of an effective customer service training program. By addressing existing performance deficiencies and engaging employees, small retail companies can enhance customer satisfaction and foster a positive service culture. Implementing these strategies aligns with HRM principles aimed at improving employee performance and organizational success.

References

  • Noe, R. A. (2017). Employee Training & Development. McGraw-Hill Education.
  • Armstrong, M. (2020). A Handbook of Human Resource Management Practice. Kogan Page.
  • Goldstein, I. L., & Ford, J. K. (2002). Training in Organizations: Needs Assessment, Development, and Evaluation. Wadsworth/Thomson Learning.
  • Baldwin, T. T., & Ford, J. K. (1988). Transfer of training: A review and directions for future research. Personnel Psychology, 41(1), 63–105.
  • Salas, E., et al. (2012). Principles of training and development. Annual Review of Psychology, 63, 541–565.

Related Assignments