The Importance of Training and Development in Achieving Good Customer Services

Essay

ESSAY :1
Contents
Introduction...........................................................................................................................................2
Training and development affecting the customer services...................................................................2
Conclusion.............................................................................................................................................4
References.............................................................................................................................................6

ESSAY :2
Introduction
The essay discusses the importance of training and development in achieving good customer
services. Training and development in regards to improve the customer service is an
important act to be considered while creating successful business. Providing training for
customer service allow employees to understand the impact of their roles in organisation. An
organisation that invest in training programs related to customers care to deal with customers.
It sets a level of competencies to deal with the customers according to the dynamic business
environment and changing buying behaviour of customers (Agnihotri et al., 2016).
Training and development affecting the customer services
Customer service is the method of ensuring that the customers are satisfied with the service
and product. It takes place while performing transaction of sale and returning the item.
Training and development covers a program that assist an employee to learn specific
knowledge or talent, which can improve future performance. Appropriate training help in
retaining the right person and achieve the organisational objectives. To achieve superior
customer service, an organisation conducts a training program (Falola, Osibanjo, and Ojo,
2014). The training program focuses on needs and expectations of the customer then
determine the final objective, educate the staff of real life situations, teaching active listening
skills, and focus on positive language. By training employees for customer services, an
employee can adopt new skills such as improving communication, problem solving, active
listening, and organisational skills. Training gives a set of competencies that provides a view
to undertake a standard process to deal with customers and develop a team spirit. Training
and development is an inseparable part of human resource management (Wong et al., 2015).
Training is a program that aims to develop knowledge and talent in an employee as per the
requirement of work. On the other hand, development is organised activity and self-