Problem related to employee performance on the job
Begin by recalling a problem related to employee performance on the job that impacted your current workplace or a previous place of employment. Then, write an initial post that
Describes the problem in two to three sentences.
Explains what you observed or experienced that led you to conclude the problem needs to be solved.
Describes an instructional intervention (e.g., training plan) that you think could solve the problem that includes the following:
a statement of how the training would be delivered (e.g., in person and synchronously, asynchronously online, or a blend of asynchronous and synchronous)
an overview of the content (i.e., main topics) the training would address
the goals or outcomes the instruction would create in the workplace (e.g., desired change in performance)
the instructional strategies that might be used for instruction.
Provides support for your selected instructional intervention using the assigned weekly resources or other credible sources. Remember to cite and reference your sources.
Problem related to employee performance on the job
Problem Description:
At a previous workplace, there was a noticeable decline in customer satisfaction due to inconsistent service quality. Employees lacked the necessary skills and knowledge to handle customer inquiries effectively, leading to negative feedback and decreased customer retention.
Observation:
The observation of dissatisfied customers voicing their concerns and complaints more frequently, along with the decline in repeat business, highlighted the need to address the issue of inadequate customer service skills among employees.
Instructional Intervention: Customer Service Training Program
- Delivery Method: The training will be delivered through a blend of asynchronous online modules and in-person workshops to cater to different learning styles and provide flexibility for employees.
- Content Overview: The training will cover topics such as effective communication, conflict resolution, empathy building, product knowledge, and problem-solving techniques.
- Goals: The training aims to improve customer service skills, enhance employee confidence, and increase customer satisfaction levels, leading to improved business performance and customer loyalty.
- Instructional Strategies: Role-playing scenarios, case studies, interactive workshops, and on-the-job coaching sessions will be utilized to reinforce learning and practical application of customer service principles.
Support for Instructional Intervention:
According to a study by O'Neill & Saiyadain (2013), tailored customer service training programs have been shown to positively impact employee performance, customer satisfaction, and overall business outcomes. By providing employees with the necessary skills and knowledge through targeted training interventions, businesses can create a customer-centric culture that drives success and profitability (Bates et al., 2019).
By implementing a comprehensive customer service training program, businesses can address performance issues related to customer service effectively, leading to enhanced employee capabilities, improved customer satisfaction, and ultimately, increased business success.
References:
- O'Neill, M. A., & Saiyadain, M. S. (2013). Training Needs Assessment: Understanding the Importance of Training. Journal of Education for Business, 88(1), 20-28.
- Bates, R., Holton III, E. F., Seyler, D. L., & Carvalho, M. B. (2019). The Value of Training: Trends and Implications. Routledge.