Impact of Employee Training and Development on Customer Service

This essay examines the crucial role of employee training and development within human resource management (HRM), highlighting its impact on organizational success and customer service. It analyzes how training enhances employee skills, knowledge, and confidence, leading to improved productivity and quality. The essay also considers the drawbacks of training programs, such as high costs and a focus on theory over practical application. Furthermore, it discusses the significance of employee contributions to brand image and the use of performance indicators like the Net Promoter Score (NPS) to measure customer service effectiveness. The essay concludes that strategic training and development initiatives are essential for maintaining a competitive advantage and fostering long-term customer relationships.

Human resource management
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Human resource management

Human resource management
Employees training and development
It can be analyzed that employees are considered as an asset for the organization. So, it is
important to give training to them so that it can be easy for the employees to have knowledge of
the work. Training is concerned with the overall development of the employees with their skills
and knowledge. It can be investigated that by giving training to the employees it can be simple
to maintain their overall efficiency towards their work. Training boost the confidence level of
employees in the workplace and employees can easily manage the activities of the company if
proper training is given to them by the higher authorities. So, in this paper the focus will be given
on the concept of training and development which is important for the organization, as it can
maintain the image of the company in the competitive market.
Customer service is known as one the essential factor for the organization as it can help in
building the image in the competitive market. The services which are given by the employees
also relates with the training given by top management. Customer Service is a concept which is
provided to those people who purchase or use the products or the services of the company. So, it
is necessary for the company to maintain the customer service so that it can be easy to maintain
long time relations with them (Cook, 2017).
Customer service is only the factor which can help the organization in maintaining the relations
with the customers for the long time. It can be stated that customer service can be done in many
ways. One of the ways is related with when customers visit the outlet. It has been seen that at
that time it is necessary for the employees to maximize their satisfaction level so that they can
think again to avail the products or the services given by the management (Clarke and Higgs,
2016).
If focused on the concept of training and development, then it can be stated that there are
different from each other. Training can be related with the process of the organization through
which employees can learn how to deal with the problems that take place in the workplace.
Development is related with the enhancement in the skills and knowledge of the individuals
towards the organizational activities.
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Human resource management
Training is given to the employees for the particular job position. It is considered to offer
professionals with tools and skills at the time of considering the overall pattern of the work at the
workplace. Development emphasizes on the individual and the objective is to create successful
career of the individual (Sander et al., 2017).
It can be evaluated that there are various advantages related to training and development. If the
company focuses on giving proper training to the employees then it can be simple to enhance the
overall level of productivity in the workplace. Training and development can bring improvisation
in the working pattern of the employees and they can give their best to achieve positive outcome
(Tracey et al., 2015).
It can be analyzed that the employees who are given a proper training can also emphasize on
maintaining the quality and quantity in the company. Next benefit is also related with the boost
in overall confidence level. It can be seen that by giving training to the employees it can be easy
to enhance their level of confidence towards the activities of the company. They can easily know
how to manage the issues which take place in the workplace (Lopatenko, 2016).
Training and development also have the drawbacks that are important to be considered so that
negative impact cannot be seen on the overall operations of company. At the time of giving
training to the employees the companies spend huge amount on the employees so that they can
give positive outcome but if they go to the competitors and use their skills and knowledge then it
can affect the growth of the firm. It can also been analyzed that training programs given by the
companies focuses on the theory than application. These lectures given to the employees can
create difficulty in learning and acquiring new skills. So, it can affect the interest of the
employees from the activities of the company (Boukamcha, 2015).
Employees contribution towards the brand image of the company is important as the activities
managed by them can help to achieve success. It has been seen that it is important for the
employees to be efficient and dedicated towards their activities which are assigned to them. The
company can only achieve success when they give their best towards the organizational goals
and objectives. If employees are focusing on managing the activities then it can help them to
manage the organizational activities and positive outcome can also be attained in a proper
manner (Jazaieri et al., 2018).
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Human resource management
Performance indicators that can be considered by the organization to measure the level of
customer service can be related to net promoter service. In this, it can be seen that customers
who are satisfied with the services will recommend the services to the other customers. So, the
net promoter score of the company can help to attract more customers towards the services and it
is one of the effective ways that can help to measure the customer service. The rating which is
given by the customers can help the company to achieve competitive advantage and it can also
help to boost the overall activities in the workplace (Lindsey et al., 2015).
For example: NPS calculation takes into consideration three points. The first point is related to
promoters (score 9-10), then passives (score 7-8), detractors (0-6). So, these ratings depends on
the individual in which it has been seen that when they consider the option “promoters” then
they are loyal enthusiasts who will be purchasing and referring to the friends also. So, this score
is one of the best score that should be given by the customers as it can help to achieve growth.
So, it can be stated that training and development is important to enhance the overall operations
in the competitive market.
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Human resource management
References
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Altering the trajectory of affect and affect regulation: The impact of compassion
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