Introduction :
We will discuss in this essay the impact of staff development on increasing the organization efficiency and on delivery of services in high speed and accuracy. We will also talk about the meaning of customer service; explaining it in a simple clear way and taking in consideration the expected benefits of training and development of the staff and some of the disadvantages for that. This essay will interpret the contribution of staff in supporting the organization reputation and explains how to measure the performance indicators of customer service with number of examples.
Meaning of customer services
It is the customer satisfaction process and acceptance of the product or service provided by the company (web), it takes place
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(mastering the existing skills ) In the other word the training giving new skills and the development maximize it .
Other differences called the Time, training usually short term proses and limited to specific job. While the development is helps individual to play in a different and more jobs roles in long term. Training center to work in groups or workshops, while development is more specialized, such as assimilation in personal experiences. (Web)
TNT is one of the 16 first company to achieve the Investors in people (IiP) so as to provide staff training and giving them the necessary knowledge to work in the company, as well as opportunities for personal development.
The Benefits Of Training and Development
The benefits gaining from training and development acquired both the employee and employer .
• increase job satisfaction and high morale among individuals and speed in completing the work between staff
• Increased efficiency in the work is reflected in the company's increased financial benefits
• High invention and the development of workflow within the company rate, so enhance the reputation and image of the company in front of
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Which turn motivates staff to do a new work it is leads to bring about positive change in the field work and decision making? Helps employee develop to meet the needs and ambitions of through the training methods and developing is reflected in the progress and development the organization.
Potential drawbacks of training and development
• Training usually very expensive, staff training requires establish the team experience and qualification to do the training process, and possible using external companies sometimes had to do the job. So the company pays the cost of the training rather than spending money to the important aspect of the work.
• Training occurs widely gabs among employees ,it is depend on the education level in each individuals .some individuals see the training programmed is difficult or complex, others see the same programmed is a primitive or boring, that’s making the training program loses important from the beginning .
• Failure to achieve the objective and purpose of the training can happens if the training by outside company is displayed for materials and forgets what is required to train staff. ( web
Moreover, the company has placed great significance on open and honest communications with the employees on many levels. Even more, leadership expected a plan that would utilize all human assets in a way that would support the organization’s attitude in servicing customers and employees. As such, they found it important to centralize the staffing initiative in order to maintain the unique corporate culture created in the beginning. Every one of these strategies would be focused on centralizing staffing, brining in the best possible employees, and retaining each on a high
Many nursing experts believe that evaluation is the most crucial part of employee development. Debate the pros and cons of this statement and decide whether the statement is true. If it is not true, then what constitutes the most important part of employee development?
This method also empowered the employees giving them an opportunity to increase their skill levels and an opportuni...
Customer service is the process that is provided to the customers before, during or after purchasing goods and services from the business. The actions that the business takes to ensure that the customers are happy and satisfied make the customer service to stand out from its competitors in the market. In order to offer a good customer service the business needs to know the customers well. The business needs to understand what the customer expects. Furthermore the business should understand what the customer needs and wants. Essentially the better the ways in which the business meets customers’ expectations and needs, the better customer service would be.
For starters, the timing of trainings did not occur when they would have been of the most benefit to trainees. Oftentimes, trainings were scheduled three or more months after the coinciding phase was already in progress; this made for inaccurate and poorly disseminated information from employees to survivors. Secondly, the delivery of training was not adequate in allowing skills learned to be appropriately transferred in the field. Most trainings were crammed into a day or a day and a half, which resulted in important concepts being skimpily covered or simply skipped altogether. Lastly, the work environment was not conducive to transferring of training. The administrative and supervisory staff were not supportive in encouraging or reinforcing skills and competencies taught in trainings. According to Nazli et al (2015, p. 56), social support is one of the strong relationships in the transfer of training and without encouragement from the supervisor, employees become less enthusiastic in performing their duties and lack to transfer training into the
According to Mathis and Jackson (2003) referred to the definition of training and development. It can be known that these behaviors are designed by the organization. In order to improve the performance of staffs. Training and development contain a large number of educational techniques and programs. “Training can consist of on-job training, off-job training, formal training, skill
Training and development are perfect opportunities to expand knowledge, improve weaknesses, performance and overall employee satisfaction. While the benefits of training and development programs are positive, there are different learning approaches and techniques for each training situation. Below I will address whether pedagogical or andragogical will be the most effective for the following training
Collect data and develop learning plans and evaluate to ensure the training is effective Performance and Reward – Build a high-performance, ambitious culture by delivering cost effective reward programs. Identify and analyse the organisational needs to enable a strategy to be developed. Implement the reward programs and analyse for effectiveness. Employee Engagement – ensure emotional connection between all the staff is positive and understood and aligned with the organisation. This helps employees to be happier at work and in return more productive.
It is hard to say if Fred made the correct decision to hire the third party vendor to train the 55 non-management employees. Training programs are designed to provide employees with the knowledge and skills to perform more efficiently. (Blanchard & Thacker, 1999, p. 04) Before deciding on training program, Fred should have conducted a training need analysis. A training needs analysis is a method of determining gaps in employee performances. (Blanchard & Thacker, 1999, p. 90) At this point Fred does not know the skill level of the employees at the hardware store. He could have chosen a training program that the employees at the hardware store already obtain that skills taught in the class. If this would be the case, the training program would be a waste of money and the true skills needed to provide customers with the service to make them continue to shop at the hardware store would not be taught to the employees. The training need analysis will increase the chance that the time and money spent on the training is spent wisely. (Blanchard & Thacker, 1999, p. 91)
Training and development are important factors to the success of any organization. Each employee is a valuable asset that can either add to the success a company or contribute to its failure. Training supports and makes possible the development of new skills and knowledge. Offering training for employees at various levels within an organization assist employees develop the necessary skills and proficiency to be successful in their careers as well as prepare for new responsibilities.
“Excellent customer service is the process by which your organization delivers its services or products in a way that allows the customer to access them in the most efficient, fair, cost effective, and humanly satisfying and pleasurable manner possible”, (Jack Speer, 2005).
If I were in charge of training in my department, I would develop a training program that would reduce the number of transaction errors by implementing a “systematic acquisition of skills, rules, concepts, or attitudes that result in improved performance.” (Aamodt, 2013, p. 284) It is essential for an organization to train its employees to enable higher success rates amongst them and more balance between them with all possessing a learned higher level of knowledge and skills to aid them in highly efficient and effective performance. “If you want to outperform the competition, you have to out-train them.” (Hood Crecca, 2005, p. 1). This has been my professional M.O. to outperform the competition and to continually change and adjust with society and technology.
...ll benefit when the employees are well equip with the excellent oral communication, critical thinking, strong work ethic, teamwork, competence and setting the goal which requires a lot of thinking process.
Development: individual and collective activities that develop skills and personal abilities. This might include organisational development and cultural change processes.
Customer Service is the provision of service to customers before, during and after a purchase. The perception of success of such connections is subject to workers "who can modify themselves to the identity of the visitor". Customer service concerns the need an association relegates to customer service in respect to segments, for example, item development and valuing. In this sense, an association that esteems good customer service may spend more cash in preparing representatives than the normal association or may proactively interview customers for feedback.