HRM326 Phoenix Customer Service and Communication Training Paper Training evaluations are important to determine if the selected training solution was effe

HRM326 Phoenix Customer Service and Communication Training Paper Training
evaluations are important to determine if the selected training
solution was effective and provided the appropriate return on
investment. Customer Service and Communication TrainingWhat is Being Measured and Time-frame Description of Evaluation Form and MeasuringAPA style, 200 words (max 250) covering the above bullets. I am attaching part of the paper for reference.. 1
Training Evaluation
Julie Delgado, Amber Adams, Esmeralda Mayorga
June 26, 2017
Carol Jackett
Training Evaluation
Establishing a training solution or program is not very complicated, but do employers
actually measure and calculate the value of the program? Evaluation is merely quantifying the
degree to which targets are achieved (Blanchard, 2013). It is crucial for an organization to
evaluate their training program to determine if the strategy is constructing anticipated results.
Customer Service and Communication- Julie 100-150 words
The company has decided to move forward with developing a customer service training
program that focuses on communication. Effective communication in customer service demands
an in-depth comprehension of the essentials and perspectives of customers (Richards, 2017).
Needs such as, deciphering what is significant to customers, customer’s experiences in terms of
service, and communication. In order to attain this, employees must be able to listen effectively
and communicate efficaciously. Communication is a significant element when dealing with
customer’s queries and grievances. The program will focus on providing employees with
communication KSA’s that can later be evaluated and measured.
Evaluation of Program- Amber 100-150 words
Evaluation of the communication training program is necessary to ensure the employees
can assimilate the new KSAs with on-the-job experience. As the communication skill set is not
one immediately seen, it is best to evaluate the employees who completed the training three
months after the completion of the training. The trainees and supervisors would be urged to
complete an evaluation form which will ask questions meant to indicate the effectiveness of the
training as seen from the perspective of both the employee and the supervisor. The on-the-job
evaluation form will be compared against the training needs assessment (TNA) and will aid in
providing accurate results of how beneficial the communications training was for both the
employees who took the training and the company.
What is Being Measured and Timeframe-Esmeralda 100 words
Description of Evaluation Form and Measuring-Esmeralda 100- words
ROI-Unassigned 100- words
Conclusion-Unassigned (50 words)
Second Part-Ruben
Blanchard, N. (2013). Effective training: Systems, strategies, and practices (5th ed.). Upper
Saddle River, NJ: Pearson.
Richards, L. (2017). Chron. Retrieved from

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