Human resourse development (HRD) Essay Example | Topics and Well Written Essays - 1500 words

Human resourse development (HRD) - Essay ExampleHowever, in order to incorporate a new approach it is essential for organizational leaders to direct the efforts of teams towards the same. This highlights the take in for an stiff leadership development program. Customer Service Training A guest centric preparedness moldiness necessarily include quality aspects of services, after sales services, feedback and complaints, repeated grease ones palmss or even blowup or reduction of node base. However, it must be understood that this cooking is not meant only for the client service executives only. It must be aimed at both customer service executives as well as other employees of the organization. The focus must be towards enhancing the quality aspects of the services so as to expand customer base of the keep company substantially. The program must begin with training on soft skills. This would includes aspects like effective communication, call control, phone etiquette, maintain ing rapport with customers, conflict resolution etc. Often soft skills play a major role in attaining the confidence, trust and loyalty of customers. Researchers like Schneider and Bowen (1995) have particularly shown a relevance of customer loyalty and profitability of firms. They have found that customer satisfaction not only influences the obtain intensions of customers but also their post purchase attitude towards the service provider. The positive relationship between customer loyalty and organizational profitability was also established by the research result finding by Nelson (Hallowell, 1996, p.28). The training can be delivered in a classroom environment in which both the extrospective and introvert learners would social welfare. The initial classes on information sharing and exchange would benefit the introvert learners, and the practical sessions would benefit the extrovert learners as per the respective qualities of extrovert and introvert learners presented by Myers . One of the most crucial aspects of the training program must be quality. It is important that the quality of services must be maintained at all costs so as to maintain the loyalty and support of customers and enhance repeat purchase behaviour from them. If the customer support executive in the company makes a commitment to a customer he or she must abide by it under all conditions. This can be in terms of time, quality and even after sales services. Customer service training must be directed towards the creation of a business culture which is customer specific and aimed towards attainment of greater customer loyalty and satisfaction of customers. After sales service is another important aspect in which executives must be trained. This is particular important for enhancing repeat purchase behaviour of customers from the company. Failure of performance of a intersection point or service creates dissatisfaction or discontentment among customers in which they might not consider purch ase from the company the next time. In such cases, after sales services plays a crucial role in restoring the confidence of customers in the company all over again. Effective after sales services attention to overcome potential flaws of the services and retain loyalty of customers too. Thus employees can be trained on ways to cater to customer needs and requirements. Training on etiquettes, politeness,