A very important part of operating a successful organization is ensuring that the employees are effectively trained. Employees that aren’t properly trained, especially in a service organization, can have a negative effect on the customers’ experience. It pays off for employers to spend the time and money on training their employees. In the article titled Importance of Employee Training: 6 Reasons Why It Saves You Money, the author, Brian Benton, says “Employees who feel inadequate, underachieving, or unsupported are unhappy. They aren’t satisfied in their work, which will cause them to underperform, make mistakes, and not care about their work product. That costs the business in lost time and money.” (Benton, 2014). This paper will illustrate …show more content…
I felt comfortable with nearly every aspect of catering that you trained me in. Training While in high school, I worked at your local catering business for about six years. Within your catering business there were many areas where the employees needed to be trained. To start out, as a fifteen-year-old, I was primarily a dish washer. On the first day, I was taught where all of the necessary dishwashing tools were located and how to run the dishwasher. This was taught to me by another employee who was also in high school. The boss made the more experienced employees show me how to get the dishes cleaned. The boss explained all of the health regulations I needed to be aware of to keep myself and the dishes safe. When it came to putting the dishes away, I mainly figured it out on my own just by walking around the back room and occasionally the other employees would help show me where to put things. One of the great things about your …show more content…
This required another whole set of training. I was trained for the first time at a banquet hall a few hours before a meal was served. My boss and my other supervisor were very clear as to how each step should be performed. I was taught how the table should be set and how the silverware should be wrapped. I was also taught how to interact with the customers. There was a specific way to ask for the orders and a specific way to ask for refills and empty dishes. My boss and supervisor were always ensuring that the customers were happy. In the textbook Services Marketing: An Interactive Approach, the authors Fisk, Grove, and John discuss customer service. They specifically say “if customer loyalty is driven by customer satisfaction, and satisfaction is driven by perceptions of quality of the service provided by the organization, then the key to customer loyalty lies in creating and delivering superior quality and customer experience” (Fisk, Grove, John, p. 147, 2013). I was trained to think this while I was at work. I was told several times that I should strive to satisfy the customer. When the customers aren’t satisfied, they will probably not return. Not having return customers is very detrimental to service organizations. In the textbook Services Marketing: An Interactive Approach, authors Fisk, Grove, and John state that “Losing a customer is expensive. Consider first that a new customer must replace a
The training and development of employees in William Hill is imperative for the performance or the company as they are in a competitive market. William Hill has to inform workers to be aware of surroundings in the area that they work. Training and Development Training Training is essential for both employees and employer if they want to be effective within the organisation and also for a company like William Hill to stay competitive within their market. The reason why training is important to employees is to enable them to achieve their maximum potential in their current position, it is needed also to develop them to create further opportunities within the organisation because employees are likely to be better educated and become multi-skilled. Training should be ongoing within William Hill in developing the employee’s skills within the business.
Carl Sewell’s book “Customers for Life” is devoted to teaching the businessperson of today ways in which they can turn one-time buyers into customers for life. He states that every customer has the ability to be worth 332,000 dollars to your business if you can keep them for life. Mr. Sewell is the number selling luxury automobile dealer in the country. He started from the bottom and manipulated his automobile business into a 250,000,000-dollar business. In his book he explains the things that he has found to work for his business in great detail so that you may also apply them to your business. The entire book revolves around these 10 commandments to customer service:
Zeithaml, V., Parasuraman, A., & Berry, L. (1990). Delivering quality service: balancing customer perceptions and expectations. New York, New York: Simon and Schuster.
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?
The manager of baggage claims was attending his presentation and provided him with some insight on why he received the bad service during baggage claim. The manager tells him that he was forced to schedule less workers to make budget for the end of the month, which is a problem that most managers face today. Sasser believes that because there is no research being conducted on how the company is effected economically when they lose their loyal customers or the customers who have the potential to be loyal then they tend to make customer care or improvements to customer care a lower priority. If managers start considering the breakeven point they have to reach before customers actually start being profitable then they would increase their measures to improve their customer care to keep customers loyal to their business longer. Good customer service can take the slack off of a bad product. In an article Tabitha Naylor says “you see, if you have good customer service, people naturally assume you have good products” (Naylor,
Customer satisfaction is what makes a customer come back again for another experience. The customers know the kind of treatment they are going to receive before they enter the store.
Workplace education is one of the most essential factors that companies must take into consideration when they are to evaluate the different methods for improving their employee’s competency and skills and the company’s competitiveness in the market and its overall quality. By utilizing workplace education practices such as in-house training, seminars, peer to peer learning, online modules, etc., companies are able to attain high training effectiveness for their employees. As mentioned by Noe and Peacock (2008), “training effectiveness refers to the benefits that the company and the trainees receive from training” (p. 134). The training effectiveness benefits apply to both the employee as well as their respective employer. Benefits for the employee may include behavioural changes or even acquiring new skills. For employers, trained employees could provide a more competent team, increased expertise, an increase in productivity, and even higher sales. To optimize the effect that workplace education has on any individual company, companies must be willing to receive and make changes based on feedback and evaluations from both the training and the competencies of the individuals.
According to Business Studies ‘’Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for’’ (Business Studies, n.d).
Training and development is essential to employee’s retention, loyalty and overall satisfaction. When employees feel there is opportunity within a company and diversity leading the way employees pride and productivity is enhanced.
It's very well known that a companies success is not only dependant on the possession of a good product or service, but the key aspect to a successful business is excellent customer service. As the market grows, now more then ever companies are emerging, they are offering very similar types of products and services. Successful customer service can be a way a business becomes original and unique, it can be the key to attracting and maintaining loyal customers. Good customer service can start-up a business while bad customer service can harm a company. An average customer that experiences an issue will complaint to 9-10 people about the problem. A customer that received support to their problem and a potential solution will tell at least five
...n organisations of lack of job satisfaction and productivity amongst unmotivated employees, and related the problem to the risk of turnover. Conflict, absenteeism and stress were identified as major causes of loss of job satisfaction and productivity, potentially increasing the the loss of staff. The solution proposed was to implement additional training and performance pay. It was argued that training in the workplace improves an employee’s sense of worth and self-esteem, by increasing their skills and thus contribution to work efforts. This raises productivity, and in addition improves job satisfaction. Performance pay was advocated as a means of developing the organisation to support motivated and capable employees. Self-disciplined workers would receive recognition for output, improving job satisfaction; as well as financial incentive, keeping productivity high.
Customer service by definition is the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business (Lucas, 2012, pg.7). In other words, it’s making the customer pleased so that they keep doing business with you all while making sure that the employees get along and work together well. In every business there is a form of customer service. Unfortunately, it is not always excellent or even decent. Some businesses just either don’t care or possibly just don’t have the training to deal with some of the obstacles that come with dealing with customers on a daily basis. I’ve been in the restaurant business for over 13 years and I can tell you that there are skills that some are born with and others need training on, yet either way they should be used whenever interacting with customers.
Customer service is constantly evolving. A few decades ago, businesses considered customer service an unnecessary expense. Now, companies view it as a competitive advantage in the marketplace. Research reveals that “80% of CEOs believe they deliver a superior customer experience, but only 8% of their customers agree”.
“Customer service is the experience we deliver to our customer. It’s the promise we keep to the customer. It’s how we follow through for the customer. It’s how we make them feel when they do business with us. -Shep Hyken”. (Morris). Most people know that there is inadequate customer service and excellent customer service. What separates the two? The way you take care of your customers is what will separate the two. If one has attitude and treats the customers in a way that they do not matter most likely they will not come back to the company one works for. Therefore, the company is losing sales. One main
When entering a restaurant, I usually expect to leave full, satisfied, and wanting to come back again. I believe that many people expect the same thing. The way people react to service can be very different from person to person. Depending on the way the customers are feeling, or the way that the server is feeling can be a big factor for the way service comes across. Service is an important part of everyone’s lives because majority of the jobs that people preform are service related. Poor service is an unfortunate part of life that everyone comes across. The way that I react to the poor service I receive is important and can change in the blink of an eye. Whether I react in an outspoken way, by getting loud and voicing my opinion. Or if I react in a quiet or apologetic way, it can affect my server, and the people around me, and myself.