I am writing this letter to you because I have some thoughts on our guest services training program. You have been hiring a lot of new employees lately and I think it is important to look at our strengths and weaknesses for our training program. With the holidays coming up, it is essential that we are all well prepared because it does get extremely busy this time of year. I have asked ten guest services representatives in our department on what they think our training strengths and weaknesses are. I have asked trainers, employees that have been there for a long time, and brand new employees on their opinions. Being a trainer has also helped me figure out what our assets and limitations are. I will also include the ways we can leverage our strengths
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I think this is a great idea to have them get hands on experience this way and still have the trainers right there listening to the phone calls. There are a lot of different situations that could arise in customer service and it is very helpful when the trainers are sitting right there with the new employees in case they needed help. That brings me to another great strength we have because our trainers have had a lot of experience in customer service. I think it is important that we have good trainers who have dealt with some of the different situations that come up during a conversation. The trainers make the training process very personalized. If the employee wants to do more practice with one aspect of the job, the trainer will spend time helping them out with that task. Trainers also allow for the new employees to give input on whether they need to go over a few things or if they would like to try it for …show more content…
“The assumption is that customer satisfaction depends on employees providing quality service” (George and Jones, 1991, p. 221). Providing that quality service is what we strive for every time and what we need to train every new employee to do. Our strengths really help our new employees become good with the computer work. However, our weaknesses focus on how much we have to learn and how we are not trained on how to show empathy for people. Fixing these weaknesses so that they become strengths will help our training program become better. It will also help the new employees become more comfortable and less stressed when they first
I think this is a great idea to have them get hands on experience this way and still have the trainers right there listening to the phone calls. There are a lot of different situations that could arise in customer service and it is very helpful when the trainers are sitting right there with the new employees in case they needed help. That brings me to another great strength we have because our trainers have had a lot of experience in customer service. I think it is important that we have good trainers who have dealt with some of the different situations that come up during a conversation. The trainers make the training process very personalized. If the employee wants to do more practice with one aspect of the job, the trainer will spend time helping them out with that task. Trainers also allow for the new employees to give input on whether they need to go over a few things or if they would like to try it for …show more content…
“The assumption is that customer satisfaction depends on employees providing quality service” (George and Jones, 1991, p. 221). Providing that quality service is what we strive for every time and what we need to train every new employee to do. Our strengths really help our new employees become good with the computer work. However, our weaknesses focus on how much we have to learn and how we are not trained on how to show empathy for people. Fixing these weaknesses so that they become strengths will help our training program become better. It will also help the new employees become more comfortable and less stressed when they first