HR Training Class - Assignment Example

HR Training HR Training es on service can be engaged within traditional room settings where workbooks, DVD, and trainers are involved. Other methods of web-based training (e-learning) or blended learning can be used. The benefit of classroom training, either synchronous or traditional form in blended learning, is that new employees have a platform of discussing best practices among themselves while building solid team foundations. Some of the drawbacks include workforce management for purposes of scheduling larger groups of people within the job at a given time. Internal customer service training takes a service-based selling approach and will focus on communication, influence, customer acquisition, creative thinking, and customer experience. First Impressions is the first article in the training program. The content involves preparation and competition for training workbooks prior identification of service improvement opportunities within the organization. Service improvement opportunities will be written up through well-prepared solution plans. The concept is designed for purposes of delivering critical training courses where with additional time is provided to achieve the service. In addition, there is a component of improving organizational opportunities and total time for teach (Douglas, 2014). The training workbook is supportive of the training sessions as it consists of modules such as effective communication, development of the customer service professional mindset and using teamwork to deliver service excellence. The concept allows for opportunities of dealing with challenges facing customer interactions. The curriculum will create increased loyal customers through building customer loyalties such as interpersonal skills, initiative, customer experience, and customer acquisition. A code of practice highlights the implementation obligations among the major groups of workers that are critical within the appointment of dedicated customer service procedures. Top management should establish responsibilities, resources, reporting, processes, empowerment, and culture. Customer service management details the processes, customer services’ financial management, legal, training and staffing, complaints escalation and handling. The new employees will be coached through service team leading lessons to achieve effective service organization such as leadership, accountability, and customer experience. Other approaches will sharpen their results oriented, communication, and interpersonal skills. Employees should be aware of the aims, benefits and responsibilities of customer services. Customer service employees require substantial competence, awareness, and commitment. Generation of customer interest takes a service-based selling approach that concentrates on customer acquisition, interpersonal skills, customer experience, communication, and adaptability. The travel costs for the participants to training locations are also a huge implication to the budget. Main e-learning advantages include participants scheduled for the elements of training through staggered concepts and allowance of job coverage. New employees will undergo a shift of attitudes on service building for issues of customer external awareness, customer experience, loyalty attitude, influence, communication, interpersonal skills, adaptability stress, and management. Training new employees on ways of using consistent skills in customer service enables they have common processes and language in facilitating customer experiences. In the end, there is an allowance for businesses to brand interactions of excellent customer service through value addition to the business processes. There is an element of investing within employee training to give new employees the feeling of value while improving their morale (Tschohl, 2011). Service Management will be captured in a 30 hour program that is delivered based on group training with typical inclusion of daily sessions. The program will be in divisions of four modules. All new employees will complete work–based assignments that take close to 12 hours to achieve. The modules include service excellence culture and strategy, the service excellence elements, while sustaining and creating customer focused environment. The second part of service excellence management and Leadership will focus on creation and sustainability of customer focused teams. Work-based assignments and activities include team reviews on the course learning aimed at developing appropriate plans for service improvement and implementation within organizations. There will be content for latest research and practice in customer service. Delivery will be quality assured based on national standards as stipulated by the Institute (Douglas, 2014). On-site training will encompass flexible delivery times. Course delivery will be customized to address the organization needs while Certification will be done by an independent quality assurance department. The course content in this case develops customer-focused skills, behaviors and competencies regarding best practice. The approach also motivates teams and individuals into an understanding that exceeds expectations of customers. There is an independent recognition for individuals professionalism as well as increase in job satisfaction and confidence. The approach also keeps individuals and the organization at the customer service professionalism frontier. The syllabus helps in building and developing consistency of customer service culture within the organization. Effective First Impressions includes strategies on Face to Face communication such as building customer loyalty, customer experience, customer acquisition, attitude, professionalism, and external awareness. Customer follows through is the lesson to be passed through service-based selling communication such as customer experience, customer acquisition, interpersonal skills, and creative thinking. Further, valued employees continue to value their customers. The outcomes include consistency of effective skills training in customer service where there are employee benefits and continued enhancement of relationships of customers. The important factors help in increasing employee loyalty, reducing employee turnover, and lowering productivity costs. New employees need increased knowledge about complaint resolution through lessons on building customer loyalty, conflict resolution, interpersonal skills, communication, customer experience, attitude, and stress management. Participants focus on working within their respective paces while taking whatever time needed to develop thorough content understanding. A drawback to using e-learning is that the absence of management oversight leads to unsatisfactory completion rates. The learning outcomes of the course include helping delegates develop the sound foundation for fully appreciation of their contributions in customer service professionalism. The new employees will also learn on the best ways of performing customer service and delivering it within their role assigned in the organization (Evenson, 2011). The concept allows for the development of service reputation based on trusted customer relationships. Effective communication allows for customer service delivery. The concept offers a demonstration of how Emotional Intelligence engages critical contributions within roles of customer service and professionalism. The new employees also feel confident about the use of appropriate behavior while dealing with various challenges of customer interactions. New employees can recognize the skills, behaviors and attitudes necessary in the creation of winning teams and delivery of excellence in customer service. New employees will acquire knowledge about cross and up selling through service-based selling techniques that focus on influence, customer acquisition, communication, customer experience, and interpersonal skills. The Code of practice for customer service assists the organization in improving competitiveness, reducing marketing costs, increasing customer retention, increasing service efficiency and improving ease of dealing with customers. On the other hand, consumers are intelligent beings and hate rush feelings especially when they have more inquiries. It is important for the new customer service staff to be proactive in ensuring all consumers feel valued and listened to. The ability to issue clear explanations of the next step of product processes and confirming the satisfaction of the customers decreases the levels of return customers and callbacks. Improving resolution within the first contact is the primary customer satisfaction driver (Douglas, 2014). The process allows for improvement of accountability and services within public sector organizations while sustaining and developing organization-wide solicitation of customers and quality. There are different benefits that the organization stands to accrue through the customer service training program subjected to new employees. New employees with proper training and demonstration of skills in professional customer service can improve customer loyalty and satisfaction. The implication is that the business continues to retain customers while improving profits. Retaining loyal customers costs less as compared to acquiring new ones. Satisfied customers are having increased openness to alternative sales messages and have a higher likelihood of referring others to the business. Good questioning techniques and listening skills shorten interactions between time and customers. The ultimate goal involves allowing organizations serve customers within fewer timeframes with staff. The results expected from the customer service training program involve common service language; increased call resolution rates reduced costs, reduced escalations, increased customer satisfaction scores as well as reduced turnover and improved staff morale (Evenson, 2011). The Code of practice promotes Establishment of effective customer service mechanisms, Differentiating innovative customer services, attracting new customers through word of mouth and compliance with consumer protection laws. The operational recommendations given to the new employees include timeliness and responsiveness for deliveries, orders, inquiries, appointments and complaints. The new employees should provision requisite information to the customers across all stages of purchasing processes. Customer interaction involves the inclusion of various ways and reasons that customers engage stakeholders. Documentation relates to traceability of service while corrective action should be responsive to problems. New employees are taught on ways of Building customer loyalty based on positive experiences in customer service while Reducing complaints and resources and costs dedicated to complaints handling (Kamin, 2006). The basic customer service principles include credibility, resources, commitment and culture. Other approaches include customer service issues identification and management, feedback from customers and employees, continual improvement in meeting customer expectations, and establishing concepts and communications for internal customers. Alternative course approaches will impact competencies in recruitment, assessment, and training as well as a clear and supported responsibility for suitable authority. Principles for effective customer services maintenance entail benchmarking, audits, complaints and feedback from staff, customers, and organizational systems. In conclusion, the training program will contain various elements that cover the Recruitment, Competencies and Customer Services Employees Training. New employees understand the standard motivational recommendations and factors while conducting and behavioral development. Customer service staff engages competencies such as handling stress, interpersonal and empathy, active listening, complaints-handling and problem-solving, organization and product knowledge, commitment to organizational values and aims, team-working and communication. Creation of standards identifies several groups that should present input namely; potential customers, employees, management, existing customers, former customers, and competitors authorities. References Douglas, P. (2014). Customer Service. New York: Bookpubber. Evenson, R. (2011). Customer Service Training 101. New York: AMACOM Div American Mgmt Assn. Kamin, M. (2006). Customer Service Training. New York: Routledge. Tschohl, J. (2011). Achieving Excellence through Customer Service. New York: AudioInk. Read More