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Customer Service Representative - Words | Essay Example
The goal of the present survey is essay about customer service representative reveal major training needs of customer service representatives. It is important to outline common difficulties these employees face and it is also essential to trace any gaps in their professional skills.
To achieve the goal mentioned above, employees should complete some questionnaires. The questionnaires should include the following questions:.
This questionnaire addresses common needs of customer service representatives Bureau of Labor Statistics, It will help to collect the necessary data to design the most effective training program for customer service representatives. According to Barbazette it is essential to use different methods to conduct needs analysis survey. As far as the present survey is concerned, first, employees will complete self-administered questionnaires. After this, it is possible to create focus groups.
Employees will be grouped in terms of the time they have been working. If it is difficult to place an employee to any group, it will be necessary to conduct an additional individual interview. The effectiveness of the training program depends greatly on forming of the focus groups. It is important to combine the three methods mentioned above to eliminate any possible inaccuracy.
It is important to note that questionnaires should be precise and clear. Employees should be able to understand each essay about customer service representative to answer it properly. Besides, it is important that questionnaires are quite short as employees do essay about customer service representative have much time for such essay about customer service representative McConnell, If the questionnaire is lengthy, employees can pay little attention to each question in order to cover all points.
Of course, essay about customer service representative, this will not lead to proper data collection. Thus, questionnaires should be precise and brief. However, sometimes even the most comprehensive questionnaire is not enough as employees can have doubts concerning their own needs. Therefore, individual interview can help the trainer to identify real needs of employees to place them in the most appropriate focus groups.
Training should be held in groups as the most effective training presupposes a lot of discussion and sharing ideas McConnell, Admittedly, essay about customer service representative, these methods of data collection will help to design the most effective training program Barbazette, Some may argue that needs analysis is a waste of time. For instance, some may say that it is enough to hold workshops when something new is introduced new services or products, organizational changes, etc.
However, it is essential to make sure that employees are aware of the present state of the organization, essay about customer service representative. As soon as these challenging areas gaps are revealed, they can be easily eliminated during properly designed training programs. It goes without saying that needs analysis is the best way to outline the areas which require special attention.
Thus, while conducting needs analysis, a HRD specialist can reveal the most challenging areas for each employee. More so, the HRD specialist will be able to design the most appropriate training program. Barbazette, J.
Training needs assessment: Methods, tools, and techniques. Bureau of Labor Statistics. Occupational Outlook Handbook, Edition. McConnell, J. New York, NY: AMACOM. Need a custom Essay sample written from scratch by professional specifically for you?
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Customer Service Representative. Words1 Page. During my career as a Customer Service Representative, I have worked with people who are from a variety backgrounds. The most life-changing experience came from: working with people who are deaf and hard of hearing. It was hard at first to work with a deaf or hard of hearing person, because, I am an extrovert by nature Essay On Customer Service Representative. due to shortage of time or its complexity”, so please get my homework done by a professional homework helper. A flat Essay On Customer Service Representativediscount of 15% on all first-time orders/10() If a customer feels somewhat dissatisfied with their paper, they are welcome to ask the writer to make necessary changes. Then, writers will revise the Customer Service Representative Essaypaper as many times as it is required for customers to be fully pleased with their orders/10()
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