Like everyone else, the pandemic has done more than scare the wits out of me and my family. The pandemic has given me new perspective on staying home, being close with my family and working. One of the things I want to mention is that I like to work – I like everything that it entails. Getting up, getting ready and doing all the things that we women do, the hair, the makeup and the clothes. I miss work – terribly.
I am home with 3 of my 5 children. We eat together, talk, play board games and occasionally laugh until we cry. We have also designated a specific day in which each of us can cry. My one daughter, a Senior in high-school, is allowed to cry on Mondays. I feel for her and all the things she will potentially miss – fingers crossed that she does not miss too much more.
While I do love being at home, the prospect of getting a new job seems a bit daunting. There are so many of us out of work and finding another position may be harder than ever. I will continue my hunt and hope that my resume lands on the right desk. Until then, stay home and stay safe.
I have been asked to perform a needs analysis on the Whole Food Distributor. This company has a strong mission and values and includes all of their employees to be responsible for customer happiness. They also have a great program that extends loans to local producers to help expand their businesses. This program supports the development of farmers to organic products.
My first responsibility is to identify the stakeholders I need buy in from. I believe the managers of the customer service department, supervisors of the same, Human Resources would be a huge asset as well as anyone else involved in the promotion of products sold by customer service. As an outside source, I would like to invite one of the local farmers so I could get their opinion in hw customer service sells their products. To have support from the customer service reps would also provide leverage towards the training needed.
Some important questions to be considered are:
When was the actual gap noticed?
Is the gap still there or has there been an increase/decrease?
Does customer service know there is a gap?
What if any were the previous trainings – what were the results? Was there a gap analysis done and can you provide me the results?
I would need to see the sales as required by customer service and possibly identify when the gap happened? Is there any results from attempts at trainings or performance evaluations that I can see? This would provide me the opportunity to see if there were any improvements as a result of these trainings.
I would use the following techniques in implementing the training program:
Observation of the culture of the department
Interviews of current employees and the human resource department
Documentation of the current gap and how it is affecting sales
I would possibly use some collaborative planning towards the implementation of the project.
Once the buy in is solid, the hard work then begins. Stay tuned as I complete the project.
I think I have probably trained about 100 Customer service reps in my career in the corporate world. Some are fast learners, some daydream as you are instructing, and some never make the cut. So far, as I have begun learning the truth about training, not a lot has changed but the outside factors affecting the training. In the following “elevator speech” I have to convince a company that their customer service reps need more training even though they don’t think it is necessary.