Introduction of Essay Training and development

Training and development are the efforts performed in an organization to improve the performance of employees so they can provide better customer service. Training and development is an educational process in which skills of an individual are enhanced, new things are taught, and behavior is corrected. The training is provided by conducting lectures, case study, computer based training and much more. It should be understood by the organization that different employees will have different needs in training and development programs. When the organization is determined to improve the skills of their employees by providing training and increasing their knowledge greater outcomes are witnessed. The organization makes its way towards progress, which is beneficial for both employees and the company.

Body of Training and development

The service provided to a customer and his satisfaction with the service is known as customer service. It is the insurance of customer’s satisfaction. Customer services can take place in several events like service provided on a phone call, in a bank, in exchanging and item etc. good relationships with customer result in great results and increased revenue. The representatives who have to deal with customers should be courteous, experienced and have complete knowledge of their job in order to avoid any type of inconvenience. [1]

Training and development are elements which enhance skills of an employee. Training is a process which provides an opportunity to employee to enhance his skills and knowledge as per required from his job. Development is an individual grooming process in which employee grows as in individual through learning things. Training is a short term process while development is a long term process. Training develops the skills and provides knowledge as per required for the current job while development allows knowledge and growth which helps to fight with future challenges. The scope of development is wider than training. The training is job oriented while development is career oriented. Training requires trainers while an individual improves himself in the process of development through effective learning. Training is a collective program while development is limited to one person. [2]

Several benefits are obtained through training and development of employees. Employees tend to show great job satisfaction, productivity is increased, morale gets high. Employees who are well trained perform their responsibilities with great efficiency and creativity. They develop capacity to handle new machinery, methods and technologies. When employees are well trained there is a reduced employee turnover rate which is a plus point for the company. The image of company gets better, shares increase and market value increases. If the employees are trained and developed they will understand the values of ethics in a work place and risk management is learned and understood.

The training and development programs in an organization can be advantageous as skills of employee improve but there can be some potential drawbacks. So before initiating any training program organizations should evaluate the outcome expected from spending certain amount on the training and development programs. These programs can put some extra burden on organization because employees are selected and then training program is adjusted in busy working schedule of the company. This burden can fall on employees as well; they can have hard time in coping with work and training which can result in decreased work performance. If the employees do not take advantage of the training it will adversely affect the company as all the expenditure will go to waste and outcome will be nil. Training and development programs are beneficial only when companies yield benefit otherwise it is waste of time and money.

Employees can work together along with company to make brand image of an organization look better. Brand image is basically the important unit of an organization and it should be dealt with great care. In order to create some loyal and potential clients impressive brand image should be formed. Employees can promote their brand through offline as well as online platform. Employees can promote the brand effectively by getting in touch with the consumers of the products; by choosing the activities require sponsoring the community, by being consistent with the personality of the brand and having an iconic location of store. Employees can promote the brand online via website or social media. By putting clear image of the product and by writing well about the brand and services the company provides. The consumers can get directly in touch with the employee or salesperson and buy it. [3]

Survey is one of the indicators which can be used by an organization in order to measure the level of customer service. If customer satisfaction is reduced then change is required in strategies of organization. If the customers are greatly satisfied with products of the company then they are likely to recommend brand and the company to others which can result in increased sale and distribution. Issues take place in every organization what matters the most is how quickly issues of customers were resolved.

Examples of training and developmental programs in order to improve customer service include Pixar University which conducts 14 classes in a week, the organization allows employees to skip classes and learn and develop via these classes. Men’s clothing brand Bonobos experiment with different learning and developmental techniques to enhance customer service. According to this company TED style classes improved the skills of the employees as well as accelerated transparency and awareness in the company. [4]

Conclusion on Training and development

The training and developmental programs in an organization improves the working capacity of employees in different work areas including better customer service. Better and improved customer service means loyal and long term customers who are likely to recommend the organization and its products to another. So it’s a win for the organization. When employees are provided with training programs their abilities sharpen and new skills are developed, skilled employee will provide better service to customers therefore investment of an organization in training and development programs can result in better outcomes. This built the personality of employee for present and future challenges and it is important for new as well as existing employees.

References of Training and development