Verified Document

Developing A New Employee Training Program To Improve Customer Service Essay

¶ … Customer Service Training Class For New Employees This memorandum is in response to your request for a customer service training class for all new employees. The memorandum sets forth the justification in support of the use of a needs assessment for this initiative, including five ways in which such an assessment could identify current performance deficiencies. In addition, an implementation plan for the initiative is provided together with a description of the recommended training method and supporting justification. Finally, two ways of motivating new employees who have no interest in attending a training class are proposed, followed by a proforma survey that collect feedback from employees who attend this class. Please let me know if you have questions or comments.

Justification for a Needs Assessment for the Proposed New Employee Training Program

In any business setting, it is axiomatic that in order to improve something, it must first be measured. A needs assessment is the first step in measuring the organization's current customer service performance, but it is also axiomatic that there is always room for improvement (Horrell, 2009). For this purpose, Schultz (1995) recommends using the following needs assessment approach:

Identify the products and services that are most important to customers;

Rate customer satisfaction levels with customer service;

Establish benchmarks for measuring improvements; and,

Identify current areas of deficiency in customer service performance.

Although these...

Parts of this document are hidden

View Full Document
svg-one

In fact, developing and sustaining long-term relationships with customers is an important part of achieving a competitive advantage. For instance, Tatikonda (2013) emphasizes that, "A key aspect of managing customer relations is building lasting and positive relationships with customers. Acquiring a new customer can cost up to 10 times as much as supporting an existing customer" (p. 34).
Moreover, the extent to which a customer service training plan for new employees can improve customer service levels will be the extent to which the organization will be able to engender loyalty among its existing customers, thereby reducing the costs that are associated with recruiting first-time customers. In this regard, Tatikonda points out that, "The first sale is expensive and time-consuming, involving activities such as advertising, promotion, calls, contacts, demonstrations, and training. It may take many years before a company breaks even on new customers" (2013, p. 35). The research to date indicates that a meager 5% improvement in customer retention translates into an additional 25%-85% for an organization's profitability (Tatikonda, 2013). Taken together, it is clear that our organization can benefits from a needs assessment of existing customer service levels in order to develop an effective customer service training program for new employees as outlined below.

Implementation…

Sources used in this document:
References

Horrell, E. (2009). The kindness revolution: The company-wide culture shift that inspires phenomenal customer service. New York: AMACOM.

Kauffman, C. (2010, May). Employee involvement: A new blueprint for success. Journal of Accountancy, 209(5), 46-49.

Schultz, J. R. (1995, January). Align HR to serve the customer. Personnel Journal, 74(1), 61-64.

Tatikonda, L. U. (2013, Spring). The hidden costs of customer dissatisfaction. Management Accounting Quarterly, 14(3), 34.
Cite this Document:
Copy Bibliography Citation

Related Documents

Customer Service
Words: 1317 Length: 4 Document Type: Term Paper

Customer Service Effectiveness of Employee Training Programs in Customer/Employee Satisfaction and Increased Profitability Customer service is an important part of keeping a business profitable. However, in a changing business and cultural environment, it is difficult to ascertain exactly what values or features will accomplish that mission. This research attempts to identify the new aspects of the customer service-profitability equation and describe a model for effective use of employee training in creating both

Customer Service Management
Words: 2471 Length: 8 Document Type: Essay

Customer Management Description of the Business I am going to work with a chain of sandwich shops specializing in banh mi. The concept is simple -- banh mi is a Vietnamese sandwich on a baguette. They are usually quite affordable, often coming in a price point lower than the big sandwich chains. The name of the chain is going to be Uncle Ho's Banh Mi, with a tongue-in-cheek Uncle Ho as the

Customer Service Is a Fundamental Service That
Words: 1015 Length: 4 Document Type: Essay

Customer service is a fundamental service that a business should provide in order to increase sales and have a returning clientele. Customer service thus becomes a very important facet of a good business and of growing profits. In this paper various questions will be analyzed, such as what good customer service actually means, and what defines such service. A company will further be selected, and will be analyzed from the

Customer Service, Ethical Marketing Customer
Words: 1157 Length: 4 Document Type: Essay

While this approach has been implemented by most of the economic agents, British retailer Marks and Spencer argues that the economic crisis is no excuse for the business institutions to postpone their green initiatives. They as such invested £200 million in their own ethical campaign, and they now implement it, while in the same time, criticizing other companies for having renounced their initiatives in the wake of the economic crisis.

Customer Service Website Marketing Plan
Words: 6464 Length: 18 Document Type: Term Paper

From a performance analysis perspective, costs of alternative support channels are first evaluated, followed by the key performance indicators (KPIs) typically used in financial services organizations to measure the performance of their online initiatives, most notably, websites. Following this discussion of performance analysis there is an analysis of resource availability and allocation of resources. Performance Analysis From a cost-per-incident analysis, the following table presents findings from Forrester Research specifically in measuring

Customer Service It Was During
Words: 4220 Length: 10 Document Type: Term Paper

(Setting and Measuring Service Standards) The store then appointed supervisors to ensure that all employees were following the procedures properly and even used 'mystery shoppers 'to find out if all the measures were being implemented, and the reports showed that they were indeed being followed, about 90% of the time. Subsequently, the management of the Revco Drug Store measured the number of complaints, to find out whether there had been

Sign Up for Unlimited Study Help

Our semester plans gives you unlimited, unrestricted access to our entire library of resources —writing tools, guides, example essays, tutorials, class notes, and more.

Get Started Now