Everyday Human Resource Management: TRAIN & RETRAIN YOUR WORKFORCE!

Training and development programs enable your workforces to stay updated and acquire new competencies, thereby positively impacting the organization's productivity.

Workforce training can positively impact your company's culture because it improves job satisfaction, engagement, and retention. By embracing training and development, organizations can dramatically reduce employee turnover and increase their talent ROI.

WHY IS STAFF TRAINING IMPORTANT?

Many businesses invest in their workforce training because it can increase their motivation, improve productivity and the quality of work. Employees who are trained are more likely to have a long-term commitment to their employer, as well as perform better at work.

WHAT IS THE ROLE OF TRAINING ON EMPLOYEE PERFORMANCE?

Training is a learning process whereby people acquire the necessary skills and Knowledge to enhance the achievement of organizational goals. Since learning process is tied to a variety of organizational purposes, training provides employees with specific, identifiable knowledge and skills for use on their present job.

HERE IS A LIST OF THINGS TO ATCIVELY PAY ATTENTION TO:

1. FRONT LINE STAFF

Customer service satisfaction is not a department. Everyone, from the Captain to Cook, is to be actively involved in the process of serving their clientele, to ensure they are satisfied!

2. THE PROMISE

The organization typically would have their website(s) and social media platforms with varnished promises of friendly staff and efficient service and delivery.

• Are your telephones working?
• If they are working, why should a customer have to call more than once or twice for attention & service?
• "I'll back to you soon" : 1 minute; 2 minutes; 3 minutes; 10 minutes..... nothing. No "promised" return call from the service provider.
• E-MAILS : Many website have the e-mail address of, for example : [email protected]

The e-mail is sent - no response!

• The Receptionist or Telephone Operator answers the phone, but we do not hear the "smile" in the voice. Instead - a tired voice from 1 of the "3 little pigs" answers!

3. DELIVERY STAFF / TEAM

The purchased package is delivered late without an explanation or apology.

The delivery driver is not wearing the company's uniform properly.

The driver is smelly and not quite courteous.

4. IN-PERSON CUSTOMER SERVICE

• Greeting a customer or client at the front-desk with a smile and warm greeting a not the order of day!
• Instead - we get a kind of nod-of-the-head - implying without saying "can I help you"?
• Information on their inventory is not updated. Then we get - "Sorry, we're out of stock"!

IN CLOSING....

The workforce orientation sessions within their probation is all well and fine. BUT - on a regular and timely basis - it is necessary to RE-TRAIN them!!

The common and expected professional courtesies we all deserve [like it or not] must not be taken for granted.

WAKE-UP MY CORPORATE COLLEAGUES!! Treat your customers and clients with honour and respect (over the telephone or in person). We need each other in the running of our business. We're in the business of buying and selling a service or commodity or product!