Imagine that you are a member of the HR department of a small retail company and upper management has asked you to create a new employee customer service training class for all new employees. Write a...

Importance of a needs assessment for the proposed employee customer service training
Training is an important part of successful employee upgrade for the betterment of a company. Training sessions are usually organized in order to improve the performance of the employees and enhance their skills. However, a training session without a needs assessment may simply lose its purpose. This is because training without a needs assessment is like providing education without a specific cu
iculum.
It is of paramount importance that time be taken to investigate the reason for a training session. Failing to assess the needs for training before providing training can result in training the wrong people for the wrong skills. This will result in wastage of time, resources and money.
A training needs assessment ensures that relevant training is provided to the relevant employees in the relevant manner. It is a good way to learn about the areas that require focus and the shape the training program should take to deliver the right results (Firdousi, 2011).
Training needs assessments effectively identifies the performance issues that require redressal and can be fixed through supplementation of knowledge and training. This gives the training program developed thereafter a better shape and a greater focus.
Five ways a needs assessment can expose any existing performance deficiencies
1- A needs assessment assess the company standards
The first step of a needs assessment requires the study of the company standards and policies with regards to employee performance. Only when a thorough study of the company standards is undertaken can the performance of employees be measured.
2- A needs assessment measures the employee performance
This is followed by an assessment of the performance of the employees. The performance of employees is measured against the company standards to determine the performance gap prevalent within the company. It is this gap that needs to be addressed through a training session.
3- A needs assessment studies how performance gap can be reduced
Once the performance gap has been determined, a proper training schedule with the right type of training can be developed. The performance gap recognized through needs assessment is in-depth and recognizes the areas that the training session needs to focus upon.
4- A needs assessment recognizes areas of focus
Through a proper needs assessment, the areas where employees are lacking is determined. These areas can then be addressed through training. The most relevant type of training method to be used can also be determined through a needs assessment.
5- A needs assessment recognizes the depth of training required
A needs assessment also assesses how intensive the training needs to be and how much time needs to be allotted to the training. It also determines the readiness of the employees to take the training as that is vital to a successful training session.
Customer service training implementation plan and method of training
The following program has been developed for customer services training implementation. The method used in this program is a combination of presentation and role play whereof the employees are first going to attend a short presentation each day before engaging in a role-play training session.
Relevance
The reason for using this combination is to first introduce the employees to effective theory that can be used to better their customer service habits. This would lead to a greater and better understanding of the practical skills they will be required to practice later on and implement in their daily work.
Theoretical training will then be followed...