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MGT 380 - Needs Assessment
MGT 380 - Needs Assessment
MGT 380
Needs Assessment
All of these steps that I just mentioned are important when conducting a customer service
training needs assessment. The employers should ask employees what would help them provide
better customer service, and employers should also obtain opinions from customers about their
experiences with employees and assess what they liked about the service and what could be
improved upon. Performance reviews are also important for employees because when they get
direct feedback on how they performed and receive meaningful input on how they could
improve, it makes it easier to train employees with the right skills and abilities to improve on the
job. If the employee starts incorporating these new competencies and abilities that they learned
into their tasks, and become more productive, and their overall performance steadily increases,
then you know that the intervention techniques that were used were successful.