Effective HR Training Strategies for Retail Employees

Strayer University Week Nine Assignment HR Training Class HRM 530 Strategic Human Resource Management Professor Obioma Iwuanyanwu February 16, 2024 1

The purpose of training employees is to equip them with the necessary skills to carry out their responsibilities effectively, ultimately leading to satisfied customers. It is crucial to evaluate and train new employees since they will interact with customers, and maintaining a positive relationship with them is essential for the company's success. Conducting an employee evaluation is an example of a needs assessment, which involves identifying areas for improvement to ensure optimal performance and contribute to organizational success. The needs assessment aims to pinpoint skills deficiencies and provide training to eliminate them. Performing a needs assessment in the retail industry is valuable for identifying employee issues, diagnosing service interruptions, and pinpointing performance gaps. It helps to develop customized training programs and track agency performance, ensuring a strong match with company culture and goals. Personal needs assessment can help individuals find a job well-suited for them in the retail industry. Mental strength and abilities assessment can ensure that employees are equipped to thrive in this challenging environment. Effective training of customer service representatives requires a comprehensive understanding of customer needs and expectations, coupled with the ability to consistently deliver exceptional training that exceeds those expectations. To achieve this, it is vital to analyze customer needs, assess staff capabilities, provide impactful training resources, and continually evaluate service quality. Demonstrations, role-playing, simulations, and on-the-job training are just a few of the methods employed to train new team members to interact with customers. The extent of training required may vary based on the number of participants, but a brief introduction is always beneficial. However, simulations and active learning activities are particularly advantageous for both small and large groups. 2

I opted for the modeling/learning approach because it offers a hands-on experience rather than mere theoretical information. Simulations and real-world scenarios enable employees to engage with actual customers and experiences. Any simulations or practical exercises must include visual aids, as some individuals may require visual cues to better understand and retain information. Case studies are also invaluable, as they expose employees to a range of scenarios and customer behaviors. All of these methods serve to equip employees with the necessary skills and knowledge to effectively handle any situation that may arise. Role-playing is especially effective in improving performance, providing employees with a true-to-life experience that helps them navigate the challenges of the job. By engaging in role-play, new employees can gain a better understanding of the store environment and how to apply the information they've learned in real-world situations. The simulation proves to be a valuable tool for new employees in the retail store, allowing them to witness firsthand the outcome of proper handling of various situations. By instilling appropriate habits and behaviors in new hires, organizations can ensure that their employees receive industry-standard training. On-the-job training is particularly advantageous for new hires in the retail industry. Experienced employees serve as ideal mentors and offer valuable learning opportunities. Three key areas of focus include hearing, vision, and sports. Speedy call resolution is a crucial aspect of sales, and new employees must be trained accordingly. Sales representatives need to provide hands-on training to their new hires, ensuring that they understand the company's operations. All the training methods outlined above are highly recommended in the retail sector and offer a unique blend of teaching techniques that create a lasting impact. 3

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Training courses are essential for new employees to learn the skills necessary for their job. However, some employees may lack the motivation to attend training sessions. To encourage participation, organizations can offer incentives such as paid leave, early leave, and benefits for completing training. If an employee is not interested in training, the organization must find ways to ensure they still have the necessary information to perform their job effectively. One way to incentivize employees is to create courses that help them advance their careers within the organization. These courses encourage employees to improve their skills, and once they have achieved a certain level of proficiency, they become eligible for a promotion. This positive approach increases the likelihood that employees will want to receive training and helps the organization become one that values employee development. Another way to incentivize employees is to pay for their tuition and offer to pay their first salary. This shows employees that their time is valuable and that the organization is invested in their success. Additionally, employees need to understand that basic training is a requirement for the job. If an employee is unable or unwilling to participate in training, they may be terminated. While this may be frustrating for some employees, it demonstrates that the organization is committed to their development and invested in their future. Strict guidelines that prioritize employee development can also differentiate the organization from its competitors. By providing the necessary learning and development opportunities, companies can affirm their interest in overall human development and commit to providing all the training and development outcomes necessary for success in the business. Training Survey 1. The training's objectives are quite clear. 2. Encourage others to participate and communicate. 4

3. The subjects are easy to grasp. 4. The text is clear and simple to understand. 5. The brochure proves to be useful. 6. Plan and comprehend our store's offerings. 7. How satisfied are you with the overall communication between you, the company, and the organization? 8. This training experience will be quite beneficial in my work. 9. The coach understands the training topic. 10. The coach is well-trained. 11. Achieve the learning objectives. 12. Allow ample time for exercising. 13. Customer service agents are well-trained. 14. Help delegates maintain professional standards. 15. A customer support professional works on my behalf. 16. Service representatives are well monitored. 17. The meeting rooms and facilities are suitable and comfortable. 18. Overall, I am satisfied with the training provided to my customer care representatives. 19. What do you enjoy most about this exercise? 20. What areas of learning can be improved? 21. Do you want to change your emphasis with this training? 22. What more customer training do you want to undergo in the future? 23. Leave additional comments or add to prior ones. 5

Crafting personalized training plans for individual clients demands significant time and effort, considering the potential impact on the organization. For a company to succeed, it must recognize the importance of each team member - from the CEO to those in customer service and procurement. By prioritizing new hires, a company can establish a culture that values all employees right from the outset. Such a culture is integral to the long-term structure of an organization. The HR department plays a crucial role in ensuring that the right candidate is selected for the position and conducting a proper needs assessment. Moreover, they must recognize the value of providing adequate training to new hires, as this serves as an incentive for employees to stay with the company for the long haul. This approach is arguably the best way for employees to feel valued and cared for. Through the administration of training surveys, businesses can gather valuable insights and elucidate their approach to learning, empowering HR teams to enhance their training techniques. Additionally, this affords newly onboarded employees and other staff members the chance to share their perspectives on the training experience. If you identify areas for improvement or have a strong conviction that a particular aspect of the program is particularly efficacious, your feedback can help optimize the process and ensure its success for future students. 6

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References: 1. Greg L Stewart. June 18, 2019. Human Resource Management. ISBN: 9781119492986. 2. No author. January 11, 2018. Top Customer Service Tips. https://www.businesstrainingworks.com/training-resource/21-tips-for-excellent-retail- customer-service/ . 3. No author. May 09, 2020. Retail Customer Service Training Course. https://www.businesstrainingworks.com/onsite-courses/retail-customer-service- training-course/ . 7

HRM 530 Week Nine Assignment

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