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.

A need assessment particular kind of a process that is used by the management in organizations in order to determine the most priorities which will allow the management to make improvements and also allocate the necessary resources. This process involves the determination of the gaps or needs between the current state of the organization and the future of the organization. The needs are therefore addressed in a manner that will ensure the success of the business in the future. In the business of retailing, employee needs assessment is a very crucial point to consider (Eales et al., 2017). It is necessary that every employee has the capability of working effectively and efficiently for the success of the business. The needs assessment plan is used to identify the level of the problems existing in the industry. A needs assessment has the capacity of exposing any performance deficiencies which exist in the organization through focusing on the individual needs of the potential employees.

The report assists in understanding the knowledge and skill level of the employees and any needs of the potential employees. Getting the needs assessment will help the employer to be able to recruit the potential employees which will be assets of the company (Kaufman & Guerra-Lopez, 2013). An occupational needs assessment can also help in exposing the performance deficiencies which exist in an organization by use of the needs assessment. An occupations assessment defines the knowledge, skills, and the abilities which are required for any affected group in the organization. This type of assessment ensures that the existing occupational gaps or discrepancies are identified. The job performance of an employee is also determined by the occupational assessment. New work or a different workplace for the employees can also be determined by the occupational needs assessment.

A personality test can also be done through a needs assessment to identify any performance deficiencies which exist in the business. Job places such as the retail can be problematic to some people and therefore this can be eliminated (Armstrong et al., 2015). Other people have difficulties working very close to other people and the needs assessment can help identify the perfect position for each individual. The existing performance deficiencies could also be accessed through the needs assessment and identify the employees individual mental capacity and stability. The retail business can be very stressful and demanding type of job and an assessment is required. Any employee can be overwhelmed by the commission, attitude and high demands of the customers. It is necessary for each employee to be able to manage the aggression and the stress which comes from being at the retail job position.

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).

Implementation of customer services training of the employees needs a lot of solid understanding of the customer expectations and needs and also being able to surpass and meet the expected needs through positivity and consistency. To have the customer service training with the employees implemented, it is necessary to identify the customer requirements, assess the employee skills, have them designed and implement a session for training, and evaluate constantly the customer service delivery (Eales et al., 2017). There are many different ways which new employees can be trained while still working at the retail business job places. The type of training needed is highly dependent on the number of employees. A presentation that is simple could be a choice for a sufficient group. Hands-on or modeling could be the most preferable for the larger and smaller groups of employees for training.

Justify why you selected the training method that you did.

Hands-on or modeling type of training method provides the actual needed experience in comparison to the information being presented visually. Hands-on or modeling style allows the trainees to get the practice with the real customers in real situations. Using the hands-on or modeling style, the visual representation of the required and involved material is necessary. Some people may require the visual representation since the person is not only getting to hear the information but also see the information and have the capacity to follow in the visual sense (Eales et al., 2017). Case studies are also of importance since they allow the employees to have an experience of the different customer personalities and scenarios. Any of the above methods are of an advantage since they prepare what is expected from the customers to the employees.

Role-playing is helpful in enhancing the situations available in the case study, actual experience to the employees, and also very helpful in hiring people who will appreciate the kind of relationship experienced in the retail business. Through role-playing, employees are given the chance to be able to apply what they have learned in their specific locations after being hired. This is a good strategy since the new employees can be able to understand what might happen or not when they are at work. Hands-on is also very important for new employees in the retail business since they are able to understand how each situation should be handled in order to be effective (Armstrong et al., 2015). Through modeling, the correct activities and behaviors to be faced by the new employees during training assure the organization that the employees have received good training from a person who is well trained. New employees are now able to pick up and take on the business since it is what they have been trained. The retail type of businesses should be able to include an on the job type of training for their new employees in order to make sure that each employee is able to work on the job fully conversant with the environment. All the above training methods should be able to help the organization to continue with its operation with well-trained employees (Kaufman & Guerra-Lopez, 2013). Each of the above methods of training also offers a different method which can be intertwined with any other method which is effective to have successful outcomes.

Propose two (2) ways to motivate an employee who has no interest in attending a training class.

Training classes are very beneficial and essential to the new employees. Some individual employees might need some level of motivation in order to attend the classes for training. The unmotivated employees can be offered some level of motivation through early leave, compensation of some kind for attending the training sessions, or paid times when they attend. A banquet can also be offered at the end of the training session. Offering certificates can also be a way of motivating the employees to attend the training session (Pinder, 2014). The contest can also be used among the employees who attended the training. Every type of incentive should be offered to the employees to offer motivation for attending the programmed training sessions. Making attendance for training for every employee a mandatory session can also motivate the employees in a huge way. It is very important for the employees to identify and gain skills on how to perform their jobs in a perfect way. Dismissals and layoffs should be the ultimate awards for every employee who does not want to dedicate some time for training. This will be a positive encouragement to the employees and the organization will be successful with the full attendance of the employees for training.

Develop a survey to collect feedback from the employees who attend the training.

1. What rating would you give for the class trainings?

• Poor
• Excellent
• Fair
• Very poor

2. Kindly rate the trainer according to how well or poor he performed during the training session: Poor, Good, Very good, fair.

• Did the trainer show some good and thorough level of understanding for the training session?
• Did any questions mark the progress of the training session?
• If any questions were asked, how well did the trainer respond to the questions?
• In the case of a person needing assistance, was it offered?
• Did the trainer come prepared for the class session?
• Did the involved trainer show some level of professional demeanor?
• Were there some time for follow up from the trainer?
• On a scale of 1 to 10, how can you rate the trainer possession of the required skills?

3. Kindly rate the below aspect according to the class training session: Poor, Very good, excellent or fair.

• During the class training session, was it as effective as it should be?
• Rate the level of being guided effectively
• How was the rate of time taken in one activity?
• At the beginning of the class session, how effective was the timing?
• When working with the provided training equipments, how effective were they in relation to the class training?
• According to the trainer expectations level, how effective was the class session according to each individual?

4. Considering the level of training done in the current training session, how effective do you think the next class should be?
5. Considering the kind of experience gained in the training session, what is the likely rate of attending any other employee training session to be organized in the near future?

• Not a chance
• Very interested
• Interested

6. Kindly provide some additional comments with regards to the training sessions according to individual capacity.

 

Every training session is very important and of advantage to both the employer and the employee. To the employee, the activity if beneficial since it allows them to get involved and identify any crucial points which might have been lost over the time and which are very helpful in the workplace. To the employer, the training activity is very beneficial since it ensures that the organization runs according to the level expected and the best strategies to see that there is a success in the future of the business. Surveys give more time to reflect on the necessary requirements (Kiel, 2014). Surveys are very important since they allow the trainer or the employer to view how well the employees have been able to apply what is taught in the training sessions. Surveys indicate the necessary requirements and give direction for any change that is required. Through the surveys, the trainer or the employee can be able to identify the necessary training sessions and methods which need revision for the best results in the organization. Surveys are also very important in weighing how much the employees have been able to grasp through the sessions and also encourage room for improvements.

 

 

 

 

 

 

 

 

 

 

 

 

References              

Armstrong, G., Kotler, P., Harker, M., & Brennan, R. (2015). Marketing: an introduction. Pearson Education.

Eales, J., Haddaway, N. R., & Webb, J. A. (2017). Much at stake: the importance of training and capacity building for stakeholder engagement in evidence synthesis. Environmental Evidence, 6(1), 22.

Kaufman, R., & Guerra-Lopez, I. (2013). Needs assessment for organizational success. American Society for Training and Development.

Keiningham, T., Gupta, S., Aksoy, L., & Buoye, A. (2014). The high price of customer satisfaction. MIT Sloan Management Review, 55(3), 37.

Kiel, I. H. (2014). Entrepreneurial marketing.

Pinder, C. C. (2014). Work motivation in organizational behavior. Psychology Press.