Justification on the Needs Assessment for Employee Customer Service Training

Running head: HUMAN RESOURCE MANAGEMENT
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Course
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HUMAN RESOURCE MANAGEMENT
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Justification on the needs assessment for our company proposed employee customer service
training
Needs assessment is one of the assets associated with the retail industry. It’s a
management expectation that every employee able to work effectively. Needs assessment is used
to analyze extends of the existing problems in an organization. It’s as well used in identifying the
gaps in the service that the organization at hand provides. It used to show already existing
performance shortcomings by focusing on potential employee personal needs. This consequently
helps management in conducting training sessions In order to meet the needs of their potential
workers. Moreover, needs assessment help in exposing any existing shortcomings interims of job
performance through scrutinizing overall organizational performance. This is a step that helps in
the identification of skills and knowledge that is expected to be possessed by any potential
employee within the organization. This gives the employer or the organization human resource
department an opportunity to recruit or selectable employees who now become an important
asset to the organization.
Needs assessment also contributes to exposing existing performance deficiencies via
occupational assessment which entails examining skills, knowledge as well as abilities that are
necessary for the affected work groups — the assessment process help in identification any
existing professional gap or discrepancies. Through needs assessment, new responsibilities, new
works for the employees can be identified and soon be put into practice in need be. Lastly, needs
assessment can expose any existing performance gap by assessment of personal mental stability
as well as capacity. Retailing industry happens to be one of the demanding and highly stressful
jobs to run. It is common for employees to be victims of overwhelm associated with high
demands, many commands, commissions and customers attitudes. Although the retail industry is
one of the stressful and aggressive industries, it’s important for employees to be in the ability to
hand them.
Customer service training implementation plan and determination on the method of
training
Clear knowledge and understanding of all customers’ needs, taste, and expectation is
important when it comes to implementation of customer service training with other employees.
Moreover, consistency, persistence and well-reinforced training help surpass these needs.
Identifying customers’ needs, assessment of the organization's employees skills, designing
training vehicles and a frequent reevaluation of customer service delivery are tools for the
implementation of customer services training with employees. It’s important always to train new
recruits or rather employees after selecting them. (Noe & Wright, 2006)There are several ways
that our organization can adapt to train new employees. Some of the effective ones include the
following: