Training Needs Assessment HSN Inc. Also Known As HSNi ✓ Solved

Training Needs Assessment HSN Inc., also known as HSNi for

Training Needs Assessment HSN Inc., also known as HSNi for short, is a $3 billion dollar innovative retailer that uses multiple channels to advertise its products. It all began in 1981 when HSNi began their broadcasting into living rooms making the shopping experience very unique. Then by 1985 the company was on national cable networks and local channels. The company, along with its subsidiaries, is involved in selling and marketing a wide variety of third-party products and privately labeled products in the United States. Customer service representatives of the company will need to help build the customer relationship to make it different from its competitors while continuing the excitement that the on-screen host and merchandise partner is creating that made them want to call in and buy the product.

The company offers return shipping for free so it is important for the representatives to also verify addresses so that the cost of shipping is held to an acceptable standard. Training Objective 1: Employees will actively listen to customer purchase requests and place the order to the item(s) requested as well as suggest additional items and tie in its value to the original item being ordered. Performance or outcome desired: Build Rapport with Customers. Criterion of performance: Employees will create a connection with the customer so that they feel as though they are shopping with a friend and not just calling a faceless representative.

Condition: Employees will suggest a product that is compatible with the item being purchased and make a connection to the item of purchase by telling the customer how valuable the product is and how much they will enjoy it. Specific: When a customer called in to order a specific pair of pants by the guest partner on the show, the representative will suggest a pre-matched top or pair of shoes and then comment on how they both go so well together and you are sure he or she will look their best or "turn heads at the next party." This is building rapport and shows the customer they are more than order takers. Measurable: The upsell rate will be affected, and a bonus will be paid as the ratio increases.

Attainable or Agreed Upon: Each customer service representative will be made aware of the expected goal of 10% of upsells to calls and sign the agreement that they will offer the additional item when taking the calls. Realistic: This goal can be attained by having the product knowledge that the team leaders and supervisors will supply at the beginning of every shift as help to the representatives to sell the additional products. Timely: We do not want to increase the duration of the call; however, the additional opportunity to sell a product that was not being ordered will increase sales while keeping the customer on the phone for a minimal time so they do not have to call back once the additional item is shown in the hour time slot.

Training Objective 2: Employees will verify shipping addresses in order to eliminate products being returned unnecessarily. Performance or outcome desired: Improve attention to detail skills. Criterion of performance: Employees will verify that addresses product(s) are to be shipped to be error-free 98% of the time. Condition: This should happen during all calls when an order is being placed. Specific: The system will verify the address based on the database. This must be checked and verified with a green checkmark for accuracy. If not correct, the representative will review with the customer and if still not completing, call must transfer to a team leader for an override.

Measurable: This will be based upon the current level of returns for incorrect addresses and an ongoing monthly analysis from the shipping and receiving department to be sure the levels are within acceptable ranges. Attainable or Agreed Upon: Customer service representatives will be monitored by their sales versus their returns, and therefore they understand that they must complete this requirement or it is grounds for discipline. Realistic: It is acceptable that perhaps a person will move, or the address that a family member had is the old address, and therefore as long as the shipping return rate stays below 5% it is acceptable.

Timely: The goal is to have the package on the doorstep of the customer within 3-5 business days, and this can be met as long as the addresses are verified at the time of order since they cannot be changed when the next day begins at 12:01 am. It is important for a company to remain as successful and efficient as possible when the volume of business is large or small. By integrating sufficient customer service policies and procedures, a company can edge out the competition and be more profitable year by year. Continued evaluation of procedures and training evaluations are a necessity on a frequent basis as the market and customer needs change.

Paper For Above Instructions

The training needs assessment for HSN Inc. (HSNi) is crucial for maintaining its competitive edge in the retail industry. Given the company's unique model that integrates broadcasting with e-commerce, it's imperative that customer service representatives (CSRs) are not just order takers but also relationship builders.

The objective of this training needs assessment is to equip HSN's employees with the necessary skills to enhance customer interactions while managing logistics efficiently. This paper outlines the training goals and objectives, methods of training, evaluation strategies, and recommendations for successful implementation.

Needs Assessment

A comprehensive needs assessment is essential to identify skill gaps among CSRs at HSN. It encompasses both qualitative and quantitative methods, including surveys, interviews, and analysis of customer feedback. Engaging with frontline employees is critical to understand their challenges and the customer expectations they encounter. I recommend conducting focus groups with CSRs to get real-time insights into their experiences and areas for improvement.

Training Goals and Objectives

Three specific, measurable, attainable, relevant, and time-bound (SMART) training objectives have been identified.

• Objective 1: By the end of the training, 90% of CSRs will be able to effectively build rapport with customers by using upselling techniques, targeting a minimum of a 10% upsell rate per call.
• Objective 2: Employees will achieve a 98% accuracy rate in verifying shipping addresses during customer calls, thus reducing return rates to below 5% within three months of training completion.
• Objective 3: CSRs will reduce call duration while maintaining customer satisfaction scores of 85% or higher by implementing best practices learned during training.

Training Methods

Two primary training methods will be utilized. First, hands-on training sessions will be conducted where CSRs role-play various customer interaction scenarios. This method allows employees to practice skills in a controlled environment, enhancing their confidence and competence.

Second, e-learning modules will be developed to provide flexibility and accessibility for CSRs. These modules will cover topics such as product knowledge, upselling strategies, and address verification protocols. Incorporating quizzes and scenario-based assessments will reinforce learning and application of skills.

Training Evaluation

To evaluate the effectiveness of the training, two evaluation designs will be utilized: the pre-test/post-test design and surveys. A pre-test will measure the baseline skills of CSRs before training and a post-test will evaluate the gain in knowledge and skills afterward. Additionally, bi-weekly surveys will track performance metrics such as upsell rates and address verification accuracy over the following months.

Recommendations

For the organization to benefit significantly from the training development, the implementation process should include continuous feedback loops. Regular check-ins with CSRs and team leads will provide insights into the challenges faced post-training and allow for timely adjustments to training materials and methods. Moreover, integrating a recognition program for high-performing CSRs can motivate employees and promote a culture of excellence.

Conclusion

This training needs assessment for HSN Inc. is structured around the ADDIE model – Analysis, Design, Development, Implementation, and Evaluation. By focusing on building relationships with customers, verifying shipping information, and enhancing overall service delivery, HSN can maintain its innovation in retail and continue thriving as a major player in the industry. Effective training and continuous assessment will ensure CSRs remain well-equipped to adapt to evolving market demands and customer preferences.

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