Training and Needs Assessment

Needs Assessment for Employee Customer Service Training

A needs assessment is a process that evaluates an employee’s current condition and compares it to the employer’s desired condition. The differences between the current and desired condition are called “gaps” or needs. Gaps can identify areas of improvement or deficiency. Employees and management all have training needs because no one knows everything or behaves perfectly; an assessment will assist an organization in identifying where the training needs are that will best support the organizational improvement.

The assessment would be able to identify gaps in employees’ mental abilities. The assessment can have the employee to respond to questions that are required for the position. Depending on the job requirement, it could ask the employee questions providing proper change for a cashier position. If the employees do not have the ability to assignments that are required of them, then the organization needs to either train the employees on hire employees that display the required knowledge skills.

The assessment can identify if the employee knows what types of products are carried by the retail store. If the employees do know the products the store carries they will frustrate customers asking for assistance.

The assessment can task employees to find products and time them on how quickly they can find the products. This would identify if the employees understand which products are carried on each aisle. Customers typically ask where certain products are located and by quickly identifying will improve the customer service provided to the customers.

An assessment can identify if the employees are knows the products that provides the company the most profits. This could be measur...

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