Hits: 0
Customer Service and Communication Training Paper
Training evaluations are important to determine if the selected training solution was effective and provided the appropriate return on investment. Customer Service and Communication Training
Description of Evaluation Form and Measuring
APA style, 200 words (max 250) covering the above bullets. I am attaching part of the paper for reference..
Customer Service and Communication Training Paper
1 Training Evaluation Julie Delgado, Amber Adams, Esmeralda Mayorga HRM/326 June 26, 2017 Carol Jackett 2 Training Evaluation Establishing a training solution or program is not very complicated, but do employers actually measure and calculate the value of the program? Evaluation is merely quantifying the degree to which targets are achieved (Blanchard, 2013). It is crucial for an organization to evaluate their training program to determine if the strategy is constructing anticipated results. Customer Service and Communication- Julie 100-150 words The company has decided to move forward with developing a customer service training program that focuses on communication.
Effective communication in customer service demands an in-depth comprehension of the essentials and perspectives of customers (Richards, 2017). Needs such as, deciphering what is significant to customers, customer’s experiences in terms of service, and communication. In order to attain this, employees must be able to listen effectively and communicate efficaciously. Communication is a significant element when dealing with customer’s queries and grievances. The program will focus on providing employees with communication KSA’s that can later be evaluated and measured. Evaluation of Program- Amber 100-150 words Evaluation of the communication training program is necessary to ensure the employees can assimilate the new KSAs with on-the-job experience. As the communication skill set is not one immediately seen, it is best to evaluate the employees who completed the training three months after the completion of the training. The trainees and supervisors would be urged to complete an evaluation form which will ask questions meant to indicate the effectiveness of the training as seen from the perspective of both the employee and the supervisor. The on-the-job evaluation form will be compared against the training needs assessment (TNA) and will aid in 3 providing accurate results of how beneficial the communications training was for both the employees who took the training and the company. What is Being Measured and Timeframe-Esmeralda 100 words Description of Evaluation Form and Measuring-Esmeralda 100- words ROI-Unassigned 100- words Conclusion-Unassigned (50 words) Second Part-Ruben 4 References Blanchard, N. (2013). Effective training: Systems, strategies, and practices (5th ed.). Upper Saddle River, NJ: Pearson. Richards, L. (2017). Chron. Retrieved from http://smallbusiness.chron.com/effectivecommunication-customer-service Customer Service and Communication Training Paper