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

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NEWEMPLOYEE CUSTOMER SERVICE TRAINING1NewEmployee Customer Service TrainingName of the studentCourse abbreviation and number11/29/2013Instructor’s nameDiscuss the importance of needs assessment in the implementation of a customer service trainingprogram for new employees. How does this process help in identifying deficiencies in employeeperformance and ensuring the development of appropriate training methods? Furthermore,describe the training methods recommended for the new employees in a retail store, and explainhow you would motivate non-interested employees to participate in the training program.Word count requirement: 1,200-1,500 words

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NewEmployee Customer Service TrainingEmployee customer service training refers to teaching the employees the skills which arerequired to deal with the customers so as to provide maximum satisfaction to them. Under thistype of training the employees are imparted the necessary knowledge and skills so as to improvetheireffectiveness and efficiency.While planning acustomer service training program for thenewemployees it is necessary to assess the needsforimparting such training to the employees.Needs assessment is the process of evaluating the organization, employees and their tasks tounderstand what kind of training if any is required in the organization.It is necessary to assessthe areas where thenewemployees lack skillsand knowledge so that necessary training can beprovided to them to ensure better customer service.Use of needs assessment of employee customer service trainingAssessing the need for the employee customer service training is very important beforethe training programfor new employeesis designed and implemented. The need assessmenthelps to identify the deficiencies in the skillsand the knowledgeof thenew employees that isessentialin providingsatisfactory services to the customers. By assessing the needsforthetraining programit is easier to identifyappropriate methods to impart training to the employees.If the needs for the training program are not identified then the organization may waste itresources by adopting wrong methods of training which may not add any values to theemployees. Further the need assessment will also require the study of the needs and expectationsof the customers which will help to know the customers in a better way and also develop ways inwhichthe customers can be satisfied.The need assessment of thenewemployee customer service training is likely to expose anumber of deficiencies that exists in the performance of the employees. These are as follows.

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