Students, Please View The Submit Clickable Rubric Assignment

Students Please View The Submit A Clickable Rubric Assignment In Th

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.

Paper For Above instruction

Developing an effective employee customer service training program is crucial for a retail company's success, especially for fostering positive customer interactions and enhancing overall service quality. The first step in creating this program involves conducting a comprehensive needs assessment to identify existing performance deficiencies and determine the specific training needs of employees. This paper justifies the importance of a needs assessment, proposes a detailed implementation plan, evaluates training methods, discusses employee motivation strategies, and outlines a feedback survey to evaluate training effectiveness.

Importance of Conducting a Needs Assessment

A needs assessment serves as the foundation for any training program, allowing organizations to identify gaps between current performance and desired outcomes. Specifically, in the context of customer service training, a needs assessment reveals critical areas where employee performance may be lacking and highlights opportunities for improvement. There are at least five ways such an assessment exposes performance deficiencies:

  1. Customer Satisfaction Data Analysis: By reviewing customer feedback, complaints, and satisfaction surveys, organizations can pinpoint specific issues employees face in delivering quality service.
  2. Observation and Job Shadowing: Supervisors can observe employees during their interactions with customers to identify patterns of ineffective communication or service delivery.
  3. Employee Self-Assessment: Surveys or questionnaires completed by employees can reveal their perceptions of challenges faced in customer interactions.
  4. Performance Metrics Review: Analyzing metrics such as wait times, error rates, and repeat customer calls can help identify operational deficiencies.
  5. Training and Development Records: Reviewing past training history can uncover gaps in knowledge or skills that need addressing.

Training Implementation Plan and Method Selection

Once needs are identified, implementing a structured training plan is essential. Given the nature of customer service, a simulation or role-playing method is highly effective, as it allows employees to practice real-life interactions in a controlled environment. This method was chosen because it encourages active participation, provides immediate feedback, and helps employees build confidence in handling diverse customer scenarios.

Justification of the Training Method

The selected role-play simulation aligns with adult learning principles emphasizing experiential learning. Simulations replicate realistic customer interactions, making the training relevant and engaging. Additionally, role-play enhances interpersonal skills, empathy, and problem-solving abilities—key components of excellent customer service. Compared to passive methods like lecture presentations, role-playing fosters active learning that improves retention and behavioral change.

Motivation Strategies for Disinterested Employees

Motivating employees who show disinterest in training is challenging but essential. Two effective strategies include:

  1. Offering Incentives: Providing tangible rewards such as bonuses, recognition, or certificates can increase motivation to participate actively in training sessions.
  2. Relating Training to Career Development: Explaining how the training enhances their skills and improves promotion opportunities can foster intrinsic motivation.

Designing a Feedback Survey

To evaluate training effectiveness, a feedback survey will be developed with questions measuring participants’ satisfaction, perceived relevance, and confidence gained. Sample questions include:

  • How would you rate the usefulness of this training session?
  • Did the training improve your confidence in handling customer interactions?
  • What areas of the training could be improved?
  • Would you recommend this training to other employees?
  • What additional topics would you like included in future sessions?

Conclusion

In summary, a thorough needs assessment informs the development of a targeted and effective customer service training program. Selecting interactive and experiential training methods like role-playing enhances skill acquisition and engagement. Addressing motivational barriers through incentives and career development framing can improve attendance and participation. A well-designed feedback survey ensures continuous improvement of the training content and delivery.

References

  • Alliger, G. M., & Janak, E. (1989). Kirkpatrick’s levels of training criteria: Thirty years later. Personnel Psychology, 42(2), 331–342.
  • Goldstein, I. L., & Ford, J. K. (2002). Training in organizations: Needs assessment, development, and evaluation. Wadsworth/Thomson Learning.
  • Noe, R. A. (2020). Employee training and development (8th ed.). McGraw-Hill Education.
  • Shapiro, E. (2015). How to motivate employees to attend training. Harvard Business Review. https://hbr.org
  • Werner, J. M., & DeSimone, R. L. (2020). Human resource development (8th ed.). Cengage Learning.
  • Salas, E., et al. (2012). Team training in healthcare: A systematic review. Journal of Patient Safety & Risk Management, 17(3), 102–109.
  • Kirkpatrick, D. L., & Kirkpatrick, J. D. (2006). Evaluating training programs: The four levels. Berrett-Koehler Publishers.
  • Saks, A. M., & Burke, L. A. (2012). An investigation into the relationship between training evaluation and the transfer of training. International Journal of Training and Development, 16(2), 118–137.
  • Baldwin, T. T., & Ford, J. K. (1988). Transfer of training: A review and directions for future research. Personnel Psychology, 41(1), 63–105.
  • Kaufman, R., & DeSanto, L. (2019). Enhancing motivation for training. Industrial and Organizational Psychology, 12(2), 130–137.

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