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Implementing Effective Customer Service Training for New Employees: A Needs Assessment Approach

A structured plan for implementing customer service training programs. This solved assignment includes a needs assessment and training strategies.

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    NEW EMPLOYEE CUSTOMER SERVICE TRAINING 1 New Employee Customer Service Training Name of the student Course abbreviation and number 11/29 /2013 Instructor’s name Discuss the importance of needs assessment in the implementation of a customer service training program for new employees. How does this process help in identifying deficiencies in employee performance and ensuring the development of appropriate training methods? Furthermore, describe the training methods recommended for the new employees in a retail store, and explain how you would motivate non - interested employees to participate in the training program. Word count requirement: 1,200 - 1,500 words

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    New Employee Customer Service Training Employee customer service training refers to teaching the employees the skills which are required to deal with the customers so as to provide maximu m satisfaction to them. Under this type of training the employees are imparted the necessary knowledge and skills so as to improve the ir effectiveness and efficiency. While planning a customer service training program for the new employees it i s necessary to assess the need s f or imparting such training to the employees. Needs assessment is the process of evaluating the organization, employees and their tasks to understand what kind of training if any is required in the organization. It is necessary to assess the areas where the new employees lack skills and knowledge so that necessary training can be provided to them to ensure better customer service. Use of needs assessment of employee customer service training Assessing the need for the employee customer service training is very important before the training program for new employees is designed and implemented. The need assessment helps to identify the deficiencies in the skills and the knowledge of the new employees that is essential in providing satisfactory services to the customers . By assessing the needs for the training program it is easier to identify appropriate methods to impart training to the employees. If the needs for the training program are not identified then the organization may waste it resources by adopting wrong methods of training which may not add any values to the employees. Further the need assessment will also require the study of the needs and expectations of the customers which will help to know the customers in a better way and also develop ways in which the customers can be satisfied. The need assessment of the new employee customer service training is likely to expose a number of deficiencies that exists in the performance of the employees. These are as follows.

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