Onboarding and Training Plan

What’s New with Training

Shondella Baker

Rasmussen College

Author Note

This paper is being submitted on April 25, 2016 for Shondella Baker’s B165/MAN1300 Mod1 Introduction to Human Resource Management - Online Plus - 2016 Spring Quarter

Training Methods

Training methods are just but techniques or ways in which a human resource department teaches employees on certain things that help them deliver the best for the company and to the stakeholders. (Kokemuller, 2016) cites that training encompasses steps that chronologically are set to establish a routine that must be followed where there is a trainer and a trainee. This paper addresses various training methodologies and strategies used to promote excellent customer service in the company below:

Group Discussion-this is training that groups employees into small groups that engage in discussions about chosen topics where the trainer gives the trainees topics and leave them to discuss. The trainer supervises the trainees and if there is any question the trainees are free to consult with the trainer.

On-the-job Training-this is a technique where the trainer goes step by step by practically showing the trainee what is to be done while working on the job where the trainee observes and learns from the trainer.

Technology Based- this is training where the trainee is engaged in interactive PC-based videos and programs. The trainer is given CD-ROM programs on the PC where they learn by listening to the discussions or debates.

Mentoring/Coaching-this is training program that the company hires professionals to train employees from outside. The professionals share their experiences with the employees.

The Selected Methodology

I selected mentoring or coaching because the program makes it possible for various experienced professionals from various walks of life to come together and speak to the employees. The methodology helps the employees to get a lot of experiences that when incorporated into the day-to-day life routines, they are going to be of great benefit to the organization.

Training Plan

Introduction-the training is an employee based that aims at improving customer service in the organization.

Scope-the training is a continuous coaching that always happens every quarter and is to address the problems in the customer service department and how to improve them.

Objectives-to establish a good customer care service within the company. Secondly, to promote good customer relations so as to earn the company market share. Lastly, the training aims to maintain the good profile of the company to all the stakeholders.

Background-the training shall last for two days where the sessions shall be morning, midmorning and afternoon. The sessions shall be three hours each where the professionals shall address the trainees for 30 minutes; the discussion takes two hours, and a recap takes an hour. Topics shall be and not limited to limitations of customer service, ways to build customer service, elements of the 21st-century customer service officer.

Training Requirements-the training is going to comprise of the customer service officers in our organization where they are going to meet the professionals from other best-performing companies. The venue shall be the company’s boardroom where it’s going to be partitioned into cubicles to accommodate various groups. The training will take two days only until the next quarter.

Roles and Responsibilities-3 CEO’s of different companies are going to share their career development and achievements in life. The senior management staff of various companies is also part of the trainers to head the discussions and take the trainees on a recap at the end of the training. These include Customer Service Managers, Human Resource Managers and Branch Managers who are excellent in communication.(Geisler, 2012) says highly ranked managers possess excellent communication skills: written and verbal that enables them to address issues amicably without brushing shoulders with junior staff.

The Kirkpatrick levels’ Training Evaluation-Reaction is the first level that the trainees show their reaction to the training if it has been good or otherwise. Learning is the second level that we measure how knowledgeable the trainees have become. Behavior is the third phase where we observe the change in behavior after the training and lastly, results is the level where we measure the outcomes of the training to the company and the employees.

Training Strategy-the training shall be done just like a class room though the trainees shall mostly be in their groups and the only time they sit together is when there is a general thing like a recap.

Constraints/Limitations-lack of observation of time after breaks could be one limitation to the training. The second limitation could be noise because all groups are expected to be in one hall.

Customer Service Training Evaluation

There are indicators to show that the training has been successful. First and foremost, the behavior of the customers and the stakeholders while being handled by the same trained employees..(Krista Bjorn, 2011) says that customer service officers’ focus on maintaining good interpersonal relationships within the organization and also between employees and customers is her stronghold is coined by training. The customers’ comments on the quality of service are the second indicator. The general performance of the customer service unit is the other metrics to measure the success of the training.

Reference

Krista Bjorn (2011) Character First The Magazine: Colleen Barrett on Leadership at South West Airlines (13)2: 12-17

Geisler J, (2012) Poynter: 10 Key Skills Todays Leaders need in 2013(7)1: 14-17

Kokemuller N (2016), Organizational Behavior: Customer-Service Training Methods (5)3:2-9