Training Program 2

Customer Service Training Program

By: Angelica Abreu

Date: 02/14/2019

Contents Introduction 2 Importance 2 Utility of program 4 Impact 4 Effects and consequences on you and your organization 4 Details of training program 5 Organizational analysis 5 Operational analysis 6 Person Analysis 6 Training design 7 Design 9 Time Allocation 9 Training objectives 9 References 11

Introduction

Training program in any company is very essential. Training programs that are conducted by the company, not only improve the learning capacity of the employees, but it also connects the employees with theoretical knowledge of the work. In a way, training program also promotes capacity learning. It provides employers of the company with the confidence in their work place. It also enhances the learning experience. Training programs blends the employees in their company’s environment. From other’s eyes employees become more and more expert through these kinds of training programs. This usually is an excellent opportunity for additional development and improvement in the employee’s level of satisfaction and to them that their executives are investing in their overall success. It may inspire them to view their employment within the organization as a career and an opportunity to grow in the retail industry.

An individual in business world cannot deny the importance of the training program. As a company, a training program let you socialize with your co-workers. It creates a bond among the workers when they work together. In training program teamwork is also encouraged. The employee’s capability to work for the company increases significantly.

Now a day, to run a successful business, as a company, customer service is very important especially when you are running a market like “Publix”. Human resource management is very important department in business world. In this modern world, when everyday there is something new happening in this modern age, as a result organizations also need to evolve themselves with that change. That can only happen if organizations initiate such training programs for the betterment of the employees and company’s well being. Training programs help the company to catch up with modern techniques and knowledge. It lets the employees connect with the latest theoretical knowledge and also teaches them how to apply that work on practical basis.

In customer services, one can never predict what is happening exactly. Every day, as a company you have to deal with new kind of situations. In order to make sure that you have the best customer services in your business, you must arrange the training programs of customer services to keep up the pace with the competitors and rivals in the same market place. It helps you to connect with your customer. It also helps you as a company, to have long term loyal customers. The impression of your business depends on your customer services. The key to reputation is your customer services.

Although customer services require extra training programs, that too on regular basis, but it is an important invest for the business too. An organization’s customer services set the perception of its business in their customer’s mind. Through these training programs in customer services, as a company, you get to know what exactly your customer’s demand is. It helps you to increase the amount of money each customer spends with your business.

It is safe to say that there is no doubt about the importance of customer services training program. This is the safest invest for your business, because the most important ingredient for the business success is good customer services, and that is what differentiates you among the competitors. It sets the standard of your services, which your company is giving to the customers and how much customers are satisfied with the quality of services they are getting. Customer services also decrease barriers to buying, if your business has an excellent customer service record dealing with refunds, you're more likely to entice a hesitant buyer to purchase from you. Additionally, the training in general will align company vision/mission with employees’ individual goal within the organization

· Increase the work capacity of the employee.

· It helps upper management to observe the customer’s expectations.

· Continuous research in Customer Services help the company to increase its business in more areas.

· In future, Company will be more comfortable to adjust accordingly with modern techniques.

· Biggest impact is discipline, which employees can have through customer training program.

· Company’s employee’s tolerance will increase when it comes to dealing with customer.

· An effective customer service will boost overall business.

· Leadership and managerial skills will be developed through these training programs.

The effects and consequences of customer services training program on you and your organization will be very positive. This invests will never go to waste, but the chance of boost in your business will increase. The training will benefit the organization by increasing employee’s loyalty, better working environment, and commitment with the business. This program will provide the necessary tools to all customer service associates to exceed in their daily tasks and meet company’s expectation. This training will provide interactive exercise of everyday scenarios, that a company’s associate comes across on a daily basis, painting a vivid picture of what is expected from every employee at the organization, to ensure they are successful on their job.

· The employees of the organization will take the training program.

· The main motive of this training will be customer services.

· The training will happen in Human Resource department.

· The training will take place every 6 months.

· The purpose of this training program is very clear. To enhance the work of Human Resource department.

Since 1930, Publix has grown from a single store into the largest employee-owned grocery chain in the United States. It offers its customers Bakery items, Deli, Meat, Seafood, Floral, Grocery Beer, Wine, Liquor, Frozen Food, Dairy, Baby Health & Nutrition product, Beauty & Personal Care products, House wares, Non-Foods and Pets. Publix is the successful super market because separates itself from its competitors by focusing on strong distribution, inventory management, differentiated pricing, cost leadership strategies coupled with a strong usage of IT and innovations in developing its strategies.

In Publix, senior management in human resource department will give training. Every employee of the company is required to take this training program after every 6 months. Training will consist of five training modules offered to all employees after 6 months. While completing their training modules, new associates will be assigned to shadow another employee with more tenure with the company for a period of thirty days. During their on-the-job training, new associates will learn about their task duties and responsibilities as a customer service associate. They will learn the store’s layout, the services, the operations, and process the company products, as well on how to properly identify item locations. They will learn how to operate a cash register machine and price scanners.

Employees, who are taking this training program, are the face of the company. That is why this program is very important. In order to take full effective training employees must process following things.

· Active listening- Ability to giving customers full attention and actively listening and responding to their concerns as well as asking appropriate questions.

· Critical thinking- Ability to use their logic and reasoning to create alternative solutions and identify their strengths and weaknesses.

· Oral comprehension and expressions- Ability to listen, understand, and communicate information and ideas both presented to and by you.

· Problem sensitivity- Ability to tell when something is wrong or likely to go wrong and recognizing the problem at hand.

· Communicating- Ability to communicate clearly and candidly; avoiding vagueness, ambiguity, and mixed messages. Contributing to an enthusiastic, positive work climate; energizing others.

· Consistency- Ability to constantly provide an outstanding level of customer service to all consumers.

· Maximizing Resources- Ability to work collaboratively with people in their group and in other departments of the organization.

· Module 1 will be complete in 1 week.

· Module 2 will be complete in 1.5 week.

· Module 3 will be complete 3 days.

· Module 4 will complete in 1 week.

· Module 5 will compete in 1 week.

The senior executives of the company will see training. Almost 100 employees will come to attend the training program.

Increase motivation among employees to create a positive engagement with customer service culture within the organization.

· Will commit to grow customer service satisfaction.

· Build the excitement for being a part of one of the 500-fortune company.

· Demonstrating the expectations for delivering outstanding customer service

· Improve the level of confidence among employees when assisting customers.

· Develop associates comfort level to apply effective CS techniques previously learned.

· Build confidence to effectively solve difficult situations with customer whenever they arise.