MANDHU COLLEGE - HRM Assignment 1: Training and Customer Care Report

This report, a response to a Human Resource Management assignment, explores the importance of training and its impact on customer satisfaction within a telecom service provider. It begins by defining training and its various areas, highlighting its significance in enhancing employee skills, productivity, and company reputation. The report then analyzes a training program attended by a customer service executive, evaluating the program's strengths and weaknesses regarding practical experience and data accuracy. Furthermore, the report identifies key performance indicators for customer care executives, including customer satisfaction, net promoter score, and employee retention. It outlines the job roles and responsibilities of various team members, such as customer care executives, executive managers, customer representatives, and HR representatives. The report concludes with an evaluation of the customer care executive's performance based on perspectives from different stakeholders, emphasizing the importance of skills and competencies for delivering excellent customer service.

Human Resource Management 0
Human Resource Management
Student’s Name
9/18/2019

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Contents
Introduction....................................................................................................................................................... 2
Answer 1.............................................................................................................................................................. 2
Answer 2:............................................................................................................................................................ 4
Job Indicator of Customer Care Executive......................................................................................... 4
The job roles and responsibilities......................................................................................................... 4
The perspective of three individuals................................................................................................... 6
Evaluation........................................................................................................................................................... 6
Conclusion........................................................................................................................................................... 7
References........................................................................................................................................................... 8

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Introduction
Customer satisfaction has become the major concern for the success of the
business and maintenance of the competitive advantage. To enhance customer
satisfaction the employees of an organization must be well trained and must possess the
required skills and competencies for performing the expected job roles (Gan & Yusof,
2019). The further paragraphs will reflect the importance of training and the
performance indicators of customer service executive.
Answer 1
Training is described as the opportunity to enhance the knowledge base and
helps the employees in improvising productivity and gaining satisfaction. It focuses on
addressing the weakness and converting them into an opportunity for employees. There
are various areas of training which include training for specific skills, human relations,
managerial and supervisory skills, problem-solving, company policies and procedures,
and apprentice training. The training is important in the workplace because it aids in
improving the productivity of the company and enhancing the reputation of the
company. It drives innovation in the company and develops strategies to reduce
employee turnover (Khan, 2012).
The customer service executive was given training at the telecom service
provider. He has the motive of becoming a customer service manager and attends the
training program for the development of competency and skills. The training was given
in the area of human relationships and on the development of special skills that will
emphasize on developing good relations with the team members and develop the

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effective communication skills to reduce the averaged resolution time and increase the
net promoter score (Sharma, Garg & Mittal, 2016).
The training was informative and allowed the executive in developing the skills
that will help in advancing the career and performing higher job roles. He learned new
ways to entertain the problems of the customer and deliver maximum satisfaction. The
executive also learned the skills for developing empathy and able to develop good
relations with the employees to create a positive organizational culture and retain the
best members of the customers' service team (Glukhov, Ilin, & Levina, 2015).
The training material was sufficient to gain theoretical knowledge and learn new
ways but it did not encounter the practical experience and the tactics to increase the
satisfaction level of customers. It did not address the training of maintaining customer
records and a higher level of data accuracy.
The methods of training used were coaching and mentoring from experienced
professionals and also include classroom lectures. It involved formal training program
given by the experienced managers and also includes group discussion and tutorial for
in-depth understanding and converting the training into an informative one. The
criteria of group discussion were to enhance the confidence of the executive and
provided tutorials for retaining more knowledge in them (Glukhov, Ilin, & Levina,
2015).

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Answer 2:
Job Indicator of Customer Care Executive
A key performance indicator is considered as a measurable tool that is used to
evaluate the performance of individuals, teams and the entire business. The key job
indicators that help in determining the performance of customer care executive are
mentioned below:
Customer Satisfaction Score It indicates the level of satisfaction
customers derived from service.
Net Promoter Score It indicates the number of customers
satisfied with the service to recommend it
to relatives and friends.
Employee Retention This job indicator describes the degree of
happiness feels by employees in working
in the company. It reflects the
performance of the customer care
executive.
Customer Retention It describes the number of customers
retained through the efficient delivery of
customer care service.
Average Resolution Time It highlights the average time taken for
resolving customer issues. Low-resolution
time describes the efficiency of
performance by customer care executive
(Rahman, Taghizadeh, Ramayah & Ahmad,
2015).

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The job roles and responsibilities of the customer care team
Customer Care Executive:
The job role of the customer care executive includes a professional approach in
describing information about product and service and taking the input of issues faced
by customers and their redressal. It also includes maintaining records of transactions
and taking timely follow-up. It must perform the function of escalating the unsolved
queries and ensuring redressal of it (Chong 2016).
Executive Manager:
The role of an executive manager is to ensure that customers are satisfied and
motivating the customers' service team. It performs the role of developing policies and
designing loyalty programs for effective customer service (Shaukat, Yousaf & Sanders,
2017).
Customer Representative:
The main role of the customer representative includes opening of customer
account and maintain the customer account through regular updates. It prepares the
product and service and solves queries of customers.
HR Representative:
The main role of the HR representative is to recruit and hire the best employees
and manage the administration process of the company. It also ensures compliance with
the ever-changing environment and provides job details (Shaukat, Yousaf & Sanders,
2017).

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The perspective of three individuals
In accordance with the customer representative, the customer care executive
must have empathy and patience. The executive must build a transparent relation with
the team members and must have the confidence to communicate and listen to all
members and customers.
In accordance with an HR representative, the customer care executive must have
good employee traits and must be highly conscientious. They must have the ability to
naturally solve the problem and persuade the customers towards product and service
(Noe, Hollenbeck, Gerhart & Wright, 2017).
In accordance with the executive manager, the customer care executive must
have superior communication skills and must effectively manage time with customers.
The executive must be patient and have the capability of self-control.
Evaluation
It is analyzed that for the successful performance of the customer support team,
it is imperative to evaluate the competencies of the customer care executive and recruit
the most desired candidate for the particular position. It is evaluated that the executive
must possess the above-mentioned skills and competencies for performing the expected
job role and delivering excellent customer service (Noe, Hollenbeck, Gerhart & Wright,
2017).

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Conclusion
From the above discussion, it is crucial to note that training helps in embedding
the required skills in employees and allows them to perform complex job roles. It also
reflected upon the job and responsibilities of the customer sales executive and other
group members.

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References
Chong, C. W., Yuen, Y. Y., Tan, B. C., Zarim, Z. A., & Hamid, N. A. (2016). Managerial
coaches, are they ready? The case of Malaysian telecommunications
industry. The Learning Organization, 23(2/3), 121-140.
Gan, J. L., & Yusof, H. M. (2019). The Relationship Between Training And Employees’
retention: A Review Paper. International Journal of Entrepreneurship, 2(5), 16-
24..
Glukhov, V. V., Ilin, I. V., & Levina, A. I. (2015). Project management team structure for
internet providing companies. In Internet of Things, Smart Spaces, and Next
Generation Networks and Systems (pp. 543-553). Springer, Cham.
Khan, M. (2012). The impact of training and motivation on performance of
employees. Business review, 7(2), 84-95.
Noe, R. A., Hollenbeck, J. R., Gerhart, B., & Wright, P. M. (2017). Human resource
management: Gaining a competitive advantage. New York, NY: McGraw-Hill
Education.
Rahman, S. A., Taghizadeh, S. K., Ramayah, T., & Ahmad, N. H. (2015). Service innovation
management practices in the telecommunications industry: what does cross
country analysis reveal?. SpringerPlus, 4(1), 810.
Sharma, S., Garg, S., & Mittal, S. K. (2016). Importance, Role and Impact of E-Training on
Employees in Workplace. SGBED wishes to recognize the following sponsors, 474.

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Shaukat, R., Yousaf, A., & Sanders, K. (2017). Examining the linkages between
relationship conflict, performance and turnover intentions: Role of job burnout
as a mediator. International Journal of Conflict Management, 28(1), 4-23.