Hrmd320 Human Resources | Employees Assessment Answers

Questions:

Write an essay to evaluate how training and development of employees benefits an organization through delivering superior customer service. In your essay make sure to discuss all the following points:

1- Definition of customer service

2- The difference between training and development

3- The benefits of training and development

4- Potential disadvantages of training and development

5- The contribution that employees can make to the brand image of the organization

6- Performance indicators that an organization could use to measure the level of customer service

Answers:

Human resource management is the strategic approach to the effective management of the personnel that are available in the organisation. This will help the workers to gain the attention and to generate a competitive advantage. The paper will talk about the training and development of the employees that provide the benefit to the organisation for offering superior customer services (Armstrong and Taylor, 2014). The training and development of the employees make them capable enough to deal with the customers and thus they will become able to offer the delight customers service.

Customer service is an act of taking care related to the needs of the customers by offering and delivering the professional, helpful, high-quality service and assessment to the customers which help them in meeting the needs which are the only way to deliver the customer service. The employees are the one who interacts with the customers to understand their needs and meet them accordingly. This is the reason that proper training and development should be offered to the employees that will help them in dealing with the customers (Bratton and Gold, 2017). For example; In hotels, when the customer arrives, the front staff employee meet with them and ask for the service that they can offer to the customers. The training and development are the two different terms with a separate meaning.

Employees training and development is considered as the indispensable element of the HR function and management. Training is a program which is organised with the motive to enhance or develop the skills and knowledge of the employees according to their job roles. On the other hand, the development is considered as the organised activity in which the personnel of the company grow and learn. This helps them the employees to learn the overall development through the process of education. The major difference between training and development is that training is conducted for a short period of time. Though, on the other hand, the development takes place for a longer duration of time. The aim of the training is to help in developing the skills within the employees that help them in dealing with the present scenario. Though, the development activities are conducted in the organisation for future perspective as this will help them in dealing with the future challenges either at their workplace or in their personal life (Marchington, Wilkinson, Donnelly and Kynighou, 2016). In the organisation, the training session is conducted by the HR of the company which include the trainer who helps the employees in learning the things. On the other hand, the development takes place when they self-assess of employees as managers can give the opportunity to them. Training and development in the organisation offer different benefits to deliver the effective customer service.

Rise in productivity: - Development and training create a direct impact on the employee’s productivity. The training will help the employees to work with the latest technology and to apply their skills which will reduce the time which is invested by them in completing the scheduled activity (Qureshi, 2016). For example; an employee is making one burger in 10 minutes but with the use of latest technology he can make it in 5 minutes. Development of the employees will make them present both the quality and quantity performance.

Reduction in errors: - Training and development help the employees to reduce the number of errors because these errors used to take place because of lack of knowledge and skills of employees for performing a task. Training and development organised by the HR of the company ensure that they are able to offer the right training to the employees at the right time.

Less supervision: - Training to the employees will make them capable enough to take their decisions on their own which help them to address the task on their own. This will reduce the scope for the supervision of the work that is required to be performed by the company.

The training and development of the employees offer different advantages to the company. Though, still, some of the possible disadvantages are present related to the company which are training cost, time management, control for the training program and many others. Training cost is one of the major issues which are faced by the organisation as the training cost is high. The reason behind the high training cost is that the organisation needs to appoint trainer and they need to pay the amount to the trainee as well for training. Another disadvantage is that management of time leads to issues because training needs proper timings (Arthur, 2018). Though, some company’s give limited timings due to which the training remains incomplete. It is a difficult job for the HR of the company to control the training which includes trainers, management of required equipment and many others.

Employees can contribute in the forming the brand image of the company by spreading the positive workplace culture. The employees who have positive work experience can share the same with the help of social media channels (Markowitz, 2014). For example; employees of Microsoft share their experience on social media side which helps in reflecting the culture of the company. This will generate awareness among the culture of the company which will enhance the brand image. The effective work by the employees is another way through which the brand can be organised in the market because they will be able to achieve success and growth.

In the present scenario, there are different types of performance indicators that an organization makes use to measure customer service. Some of these indicators include: Customer retention; an organisation can evaluate the percentage of repeat customers. Along with this, they can evaluate the number of customers on a daily basis which will help them in analysing that customers are retaining or not. Customer retention actually takes place because of the effective services of a company which comes when the employees of the company start performing. Improvement in customer satisfaction is one of the ways through which the company can evaluate the level of customer service because it indicates the performance of employees (Stillwagon, 2015). The effective customer services lead to the satisfaction to the customer which reflects the level of customer service.

In the end, it can be said that the training and development of employees play a vital role in managing customer service for an organisation. Training and development also help the enhancing the performance of the organisation and with this, it has numerous benefits. Though, it has some disadvantages also that can affect the working of the company. In addition, this has been found that employees of the company contribute to create a positive brand image of the company. Performance indicators are majorly used to determine the level of customer service offered to the customers.

References

Armstrong, M. and Taylor, S. (2014) Armstrong's handbook of human resource management practice. London: Kogan Page Publishers.

Arthur, L. (2018) What Are the Disadvantages in Training Employees? [Online]. Available from: https://bizfluent.com/info-8026443-disadvantages-training-employees.html [Accessed on 23^rd October 2018]

Bratton, J. and Gold, J. (2017) Human resource management: theory and practice. UK: Palgrave.

Marchington, M., Wilkinson, A., Donnelly, R. and Kynighou, A. (2016) Human resource management at work. London: Kogan Page Publishers.

Markowitz, E. (2014) 5 Ways To Improve Your Company’s Image. [Online]. Available from: https://www.channelfutures.com/best-practices/5-ways-improve-your-company-s-image [Accessed on 23^rd October 2018]

Qureshi, H. (2016) Benefits of Training & Development in an Organization [Online]. Available from: https://kashmirobserver.net/2016/opinions/benefits-training-development-organization-3983 [Accessed on 23^rd October 2018]

Stillwagon, A. (2015) 14 Key Performance Indicators (KPIs) to Measure Customer Service [Online]. Available from: https://smallbiztrends.com/2015/03/how-to-measure-customer-service.html [Accessed on 23^rd October 2018]