Training needs assessment
The new employees in the company require training before they can start their respective jobs. Identifying the specific needs of the employees will be the first step in the training program. A survey will have to be developed to identify with the areas of weakness among the employees so as to develop an objective training program. The identified training needs include product knowledge, communication skills for telephone courtesy, and how to serve customers to their satisfaction.
The new members of the organization also need to be acquainted with the relevant information about their health insurance and the benefits accorded to employees in the company. The main objective for the training program is to acquaint the employees with the required knowledge to enhance their competence level. The ultimate goal is to enhance their communication skills, which is vital in the customer care job.
The surveys should reveal the areas of weakness for different employees, and the information will be used to group them in accordance to their specific needs. Qualified trainers will handle each group, and ample time will be allocated to each training area. Technology-based training will be applied to orient the employees with the products offered by the company. A simulation approach will be used to train them in communication skills with reference to courtesy.
It is important for the employees to imitate the actual work experience to enhance the efficiency of the training process. A coaching approach will be most appropriate to train the employees on how to serve customers to their satisfaction. The training content will include the specific details required of the employees. They will have to train how to address customers, manage anger at work, deal with difficult customers, and satisfy customers through effective communication (Schneider & Bowen, 2010).
Training on products will commence on Monday. The training venue will be a spacious hall where the new employees will assemble in the morning and engage in a day long training program. Presentations will be availed through technological devices to acquaint the employees with the company’s products. Presentations offer a lively atmosphere in the training process (FAO, 2014). Communication skills will be covered on Tuesday and Wednesday in the same hall, and customer satisfaction training will take place on Thursday.
The employees will also be trained on how to deal with difficult customers through the simulation method. Some of the employees will pretend to be difficult customers while the others will try to deal with the difficult situation. Friday will be evaluation day. The recap in training will help the employees to grasp the information provided over the training week. The trainers will monitor the training sessions, and they will have to cover the required content within the time allocated to each training session.
Evaluation of training
After every training session, the trainers will be required to evaluate their audience. Random question to identify products and asking employees to imitate an actual job scenario will come in handy in the daily evaluation process. The evaluation day will entail having the human resource manager putting the new employees to test on the content acquired during the training week. The human resource manager is best suited to evaluate new employees (Mathis & Jackson, 2013). The process will engage the majority of the employees to ensure they will be prepared to take up their responsibilities in the real work setting. The last day of the training program will help the employees recall information they may have forgotten.
FAO: Section 1-Principles and Methods of Training. (2014). Web.
Mathis, R.L., & Jackson, J.H. (2013). Human Resource Management (14th ed). Washington, D.C.: Thompson Publishing.
Schneider, B., & Bowen, D.E. (2010). Winning the service game. New York: Springer US.