Training Class

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EmployeeCustomer Service

Theessence of an employee needs assessment for the retail companyentails providing an environment where the employees conduct theirresponsibilities in an efficient and effective manner. It also helpsin understanding the extent of the problems existing as well as theidentification of the gaps in the services the employees provide.Most importantly, it exposes any performance deficiency that mayexist within the company through focusing on the potential individualneeds of the employees (Bontis et al., 2011). The exposure ofperformance deficiency occurs through facilitating the ability ofemployers to identify the exact needs of their staff depending on theassessment. The outcome of the evaluation allows companies to utilizea personalized, specific training that aims at realizing the needs oftheir employees. Additionally, it focuses on the performance of theemployees as well as the company and helps in the identification ofthe skills and knowledge necessary. Consequently, the emphasis on theskills based on the needs assessment allows employers to target andrecruit employees with the potential of becoming assets to thecompany (Bontis et al., 2011).

Secondly,an employee needs assessment may facilitate the exposure of anyexisting performance deficiencies through assessment of theoccupational needs. The achievement of the evaluation on theseprofessional needs occurs through examination of the skills andknowledge as well as the abilities necessary for the affectedoccupational groups. It also focuses on the identification of theprofessional discrepancies that may exist through analyzing the jobperformance of the employees (Klemz, 2012). Resultantly, thedetermination of these factors may lead to the identification andimplementation of different or new work details for the employees.These may be followed closely by the exposure of any existingperformance deficiencies through conducting a personality test. Thesignificance of these tests entails identifying the challengesemployees in the retail industry face especially through working inproximity with other or even relating to customers directly. Lastly,an employee needs assessment may facilitate the exposure of anyexisting performance deficiencies through assessing the mental stateand stability of the employees (Klemz, 2012). The essence of such anassessment would involve determining the ability of the employees toreason amicably and produce the better judgment of situations,especially when relating to the customers.

Mostessentially, after assessing the employee needs with the aim ofexposing any existing deficiencies, it would be important to developa strategic plan through which the employees may be trained on how toeliminate and overcome the shortcomings. The purpose of a traininganalysis in the retail industry would bring about the identificationof the areas of knowledge or behaviors that training would accomplish(Klemz, 2012). However, the training analysis requires considerationof the results the company expects or needs from the employees. Thesemay also include the skills and knowledge exhibited by the employeespresently and mostly concludes with identifying the skills theemployees should acquire (Klemz, 2012). However, after thedetermination that training possesses a potential solution to thedeficiencies within the company, it would be important to conduct aclose examination to determine whether formal training would bestserve the needs.

Inthis case, the suitable method of training would entail acquiring thepractice and feedback from the employees to be trained. The elementof practice describes a situation where employees may have trained inall aspects pertaining the tools for performing tasks but choose onlyto use a small portion of these skills. However, if the job requiresexpansion of these skills, the employee may need time to reviewadditional material and practicing them (Klemz, 2012). On the otherhand, feedback to employees regarding their work plays a crucial rolein maintaining quality (Klemz, 2012). Employers and supervisorsshould periodically evaluate job performance and instruct theiremployees on what they are doing correctly or incorrectly to avoiddiminishing the work skills. In the instance where the employees lackthe ability to perform individual skills, the use of an existingprogram to retrain and redesign a new program may be the appropriatesolution.

ImplementationPlan and Method of Training

Theapplication of these elements would involve the development of acomprehensive training that aims at meeting the current and futureneeds of the company. However, the effectiveness of the plan requiresthe provision of training to improve individual job skills therebyincreasing efficiency and productivity collectively. These will occurthrough a needs assessment that may facilitate the determination ofwhat the employers expect the employees to learn. It would alsoenable the learners to understand the qualifications for a particularjob and possibly overcome a performance problem (Wang et al., 2015).The appropriate method of training would entail the emphasis on theneeds assessment which would be implemented through reviewing theaccomplishment of particular areas of knowledge and skills by acertain time. If there exists the need to accomplish these aspects,they should influence the choice of learning objectives as well aslearning activities to achieve the goals (Wang et al., 2015).

Theessence of formulating a training strategy entails answering crucialquestions such as the purpose of the business as well as theobjectives it wishes to generate. Most importantly, theidentification of the training needs requires assessment throughanalyzing various resource factors. These factors include the entireorganization, the job characteristics and the need for the newemployees. The several ways in which new hires may receive trainingwhile working in the retail customer service involves case study,modeling, case study as well as on-the-job training (Wang et al.,2015). These training methods bring about a way in which theemployees receive lessons through different strategies that includevisual, kinetic and auditory elements. These policies provide asuitable platform for training new hires in instances where largegroups of individuals need to be prepared in that they allow them tolearn and apply the information shared. Additionally, they alsoeradicate the inappropriate use of the information through ensuringthat the new employee`s practice efficiency and effectiveness (Wanget al., 2015).

Inthe case of new hires, the presentation method would bring about anappropriate platform where they would learn the skills to approachand meet the objectives of the retail company. The performance of thenecessary elements would allow the employees to listen to theinformation as well as visualize the targets required by the firm.These aspects would ensure that the new hires get an auditory recallof the information and apply it to their responsibilities (Bontis etal., 2011). However, the effectiveness of the presentation methodwould be coupled with the case study selection process in ensuringthat the new employees understand the daily activities conducted inthe retail industry. Most importantly, it would equip the new hireswith the necessary skillset that would ensure that they know theirexpectations that would eventually prepare them on how to relate withcustomers as well as carry out other duties (Bontis et al., 2011).Nevertheless, role playing would ensure that the case studiesstrategies would be enforced in the implementation of the learnedskills. It would also ensure that the new employees fully appreciatethe activities carried out in the retail industry. For instance, theuse of the role playing method would incorporate kinetic learners’ability to apply the information they learned (Bontis et al., 2011).

Theuse of these methods would give the new employees some exposure thatwould facilitate elimination of confusion when the encounter withcustomers presents real world problems. On the other hand, modelingprovides an opportunity for new employees to view how situations playout when handled appropriately. The modeling of the correct behavior,as well as activities for new hires, would ensure that they receiveappropriate teachings by people well-endowed in the industry (Wang etal., 2015). Consequently, on-the-job training strategy would bringabout various benefits to the new employees in that it would shadowother employees who possess more experience as well as the learningexperience as they familiarize with the duties within the company.These training methods would facilitate the effectiveness of the newemployees in conducting their duties through the provision of a stairstep effect (Wang et al., 2015).

Motivatingthe Employees

Oneof the suitable ways of driving the new hires into attending thetraining classes entails implementation of fun activities that wouldensure the implementation of the information they acquire. Theachievement of these factors would involve a professional developmentcourse aimed at helping employees in advancing in the workplace. Thecourse would drive employees towards attending training classes onthe condition that they would receive credits after the course.Besides, the attainment of these credits to a certain level would beevaluated concerning credits hours thus qualifying them for apromotion eligibility (Wang et al., 2015). These factors would boostthe likelihood of the employee attendance to the training class aswell as promote the retail company. The second way to increase themotivation of employees in attending the training class would involvepayment to those attending the classes. The amount offered to thesenew hires for attending training classes would indicate the value thecompany places on them (Wang et al., 2015). They would alsounderstand the essential element of initial training as a mandatoryfactor in familiarization of the company’s priorities andobjectives. The payment also motivates the employees to view andunderstand the rules and regulations as imperative in performingtasks efficiently and more (Wang et al., 2015).

Surveyto Collect Feedback from employees who attend the training

  1. What are some the important things that stood out during the training?

  2. Are the company’s objectives clearly elaborated?

  3. Did the trainers relevantly cover the topics?

  4. On average, how would you categorize the level of communication between the management and the subordinates?

  5. Does the customer service representative adhere to professional standards of conduct within the company?

  6. The customer service representatives ensure accountability, supervision and adequate consideration of their colleagues.

  7. What additional value did the training add to the performance standards of the company?

  8. Are there any recommendations you would suggest to ensure efficient achievement of the organizational goals?

  9. What additional comments would you indicate for the other employees as well as management with the aim of improving the functionality of the company?


Bontis,&nbspN.,Richards,&nbspD., &amp Serenko,&nbspA. (2011). Improving servicedelivery: Investigating the role of information sharing, jobcharacteristics, and employee satisfaction.&nbspTheLearning Organization,&nbsp18(3),239-250. Doi: 10.1108/09696471111123289

Klemz,&nbspB.&nbspR.(2012). Assessing contact personnel/ customer interaction in a smalltown: differences between large and small retail districts.&nbspJournalof Services Marketing,&nbsp13(3),194-207. Doi: 10.1108/08876049910273718

Wang,&nbspY.,Wang,&nbspD., Rong,&nbspL., &amp Zhao,&nbspJ. (2015). Teachingpattern diversification for optics course: motivate interest, openminds and apply flexibly.&nbspEducationand Training in Optics and Photonics: ETOP 2015.doi:10.1117/12.2223091

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