How Training & Development Impacts Customer Service in Organizations?

This essay discusses the benefits of employee training and development in delivering superior customer service. It highlights that training equips employees with the necessary skills and knowledge to improve their performance and contribute to a positive brand image. The essay differentiates between training and development, noting that training focuses on current job skills while development aims for broader understanding and growth. It also addresses potential drawbacks, such as the loss of investment if trained employees leave the organization. Furthermore, the essay emphasizes the importance of employee behavior in maintaining a positive brand image and enhancing customer satisfaction. It introduces complaint escalation rate as a performance indicator to measure customer service levels, enabling companies to gather feedback and improve their operations. The conclusion reinforces the importance of training and development for maintaining market value and achieving organizational goals.

Human resource management

HRM
“Evaluate how training and development of employees benefits an organization through
delivering superior customer service”.
Employee training and development is considered as a broad term which focuses on the overall
learning pattern of the employees. It can been seen that training is considered as the program
that can assist the workers to acquire particular knowledge and skills so that improvement can be
made in the overall performance of the employees in the current roles in which they are working.
So, in this paper the discussion will be made on the overall method related to training and
development. It can be seen that training and development can help to maintain the overall
activities of the organization and can also maintain the overall performance level of the
employees.
Customer service is considered as the support which is given to the customers so that it can be
easy for them to achieve growth in the competitive market. In the present scenario, customer
service is given so that it can be easy to retain the customers towards the activities of the
company. Customer service can be done through email, text message and also through social
media. There are many companies who offer proper self-service support to the customers so that
the queries can be resolved (Buckingham and Goodall, 2015).
Training and development is also different from each other. It can be seen that training is
different as compared to development. It can be seen that training focuses on ensuring that the
employees of the company are equipped with the overall skills and knowledge so that it can be
easy for them to manage the jobs in the workplace. But in development it can be seen that people
are equipped with the overall skills and knowledge and also it helps to maintain the overall
framework and also maintain the overall understanding of the company (Haff and Triplett,
2015).
Also in training, there are large numbers of people but in development there are no specific
individuals who are equipped with the skills and competency. The benefit related to training and
development is that it can be seen that through training it can be easy to boost the overall
confidence level of the employees. Also, when proper training is given to the employees it helps
in creating interest of the employees towards the organizational activities. Training is given to
the people in the organization so that it can be easy to handle the particular task and it also help
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in enhancing the overall skills of the people in the workplace. Training can help the employees to
give their best towards the activities of the company (Fleck and Kraemer, 2014).
There are various drawbacks which are related to training and development. It can be seen that
when training is given by the company and if that employees leaves the organization then it can
be considered as the loss. It is considered as the loss as it affects the overall working pattern of
the company and also the time which is given to the employees (Bompa and Buzzichelli, 2018).
The employees are the one who give their best towards the overall brand image of the company.
It can be seen that if they provide proper services to the customers then it can be easy for them to
maintain the overall image of the company. It is necessary for the employees to behave in a
proper manner with the customers so that it can be easy to attract the customers towards the
organizational goals and activities (Mone and London, 2018).
It can be stated that brand image is considered as the aspect which can only be maintained when
the employees give their best or behave in a proper manner with the customers. It enhances the
overall satisfaction level of the customers and attracts them towards the activities of the
company. So, the major part is played by the employees of the organization as if they focus on
giving their best then it can be easy to attain the positive outcome (Carkhuff, 2017).
There are various performance indicators which can help the company to measure the overall
level of customer service. One of the performance indicators that should be taken into
consideration is related with complaint escalation rate in which it can be seen that customers can
give their feedback which can help the company to evaluate the overall activities of the company
(Van Dooren, Bouckaert and Halligan, 2015). Complaint escalation rate is considered as the
technique which can help to analyze the exact performance of the company in the competitive
market. It can be seen that complaints of the customers can be gathered which this technique
which will directly boost the overall working pattern of the workplace. This also helps the
organization to consider the exact performance and also the overall working pattern of the
company in the competitive market. It is necessary to focus on this strategy so that it motivates
the employees to give their best towards the overall operation of the company (Bell et al., 2017).
For example: if the customer purchases any product and if he or she is not satisfied then they can
give feedback by giving mail or rating. It can be seen that it can help the company to know the
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exact performance in the competitive market. Through this company also gets the chance to give
their best and to satisfy the employees with the overall activities of the company. So, complaint
escalation rate is the best technique that should be considered so that it can be easy to grab the
large market share in the competitive market.
So, it can be concluded that training and development is considered as the effective approach that
can help to manage the entire activities of the company. Also, training helps to motivate the
employees to give their best towards the overall activities of the company. It is important for the
company to consider escalation rate tool that can help to analyze the overall performance of the
company. So, the companies should focus on training and development to maintain the value in
the market.
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References
Bell, B.S., Tannenbaum, S.I., Ford, J.K., Noe, R.A. and Kraiger, K., 2017. 100 years of training
and development research: What we know and where we should go. Journal of Applied
Psychology, 102(3), p.305.
Bompa, T.O. and Buzzichelli, C., 2018. Periodization-: theory and methodology of training.
Human Kinetics.
Buckingham, M. and Goodall, A., 2015. Reinventing performance management. Harvard
Business Review, 93(4), pp.40-50.
Carkhuff, R., 2017. Toward effective counseling and psychotherapy: Training and practice.
Routledge.
Fleck, S.J. and Kraemer, W., 2014. Designing Resistance Training Programs, 4E. Human
Kinetics.
Haff, G.G. and Triplett, N.T. eds., 2015. Essentials of strength training and conditioning 4th
edition. Human kinetics.
Mone, E.M. and London, M., 2018. Employee engagement through effective performance
management: A practical guide for managers. Routledge.
Van Dooren, W., Bouckaert, G. and Halligan, J., 2015. Performance management in the public
sector. Routledge.
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