Customer Service Representative

The goal of the present survey is to reveal major training needs of customer service representatives. It is important to outline common difficulties these employees face and it is also essential to trace any gaps in their professional skills.Advertising We will write a custom essay sample on Customer Service Representative specifically for you for only $16.05 $11/page Learn More To achieve the goal mentioned above, employees should complete some questionnaires. The questionnaires should include the following questions: Employee’s Name. __________________________________________ How long have you worked as a customer service representative? _____ How long have you worked at this company?______________________ Do you work: part-time? full-time? Please select the areas which are the most difficult for you to cope with: Answering phone calls Making phone calls Face-to-face communication with customers Communicating with management Using technolog y (telephone, computer, etc.) Using software (Microsoft Word, Excel, etc.) Consulting customers on services provided by the company Learning about company’s services and products Other:__________________________________________________ Which of the following training topics are you interested in? Customers service skills Computer training Conflict management Organization’s structure and services (products) Workplace ethics Grievance procedure Other:__________________________________________________ Please select the most appropriate mode of the training program for you: Discussions Lectures Workshops Real setting training Which training method would you choose: Classroom Internet Video Have you attended workshops which you could recommend to your colleagues? yes no Please note the most convenient time for you to attend lectures and discussions. ___________________________________________ Please point out the most convenient day for you to attend lecture s and discussions. ___________________________________________ This questionnaire addresses common needs of customer service representatives (Bureau of Labor Statistics, 2009). It will help to collect the necessary data to design the most effective training program for customer service representatives. According to Barbazette (2006) it is essential to use different methods to conduct needs analysis survey. As far as the present survey is concerned, first, employees will complete self-administered questionnaires. After this, it is possible to create focus groups. Employees will be grouped in terms of the time they have been working. Of course, employee’s needs will also be taken into account. If it is difficult to place an employee to any group, it will be necessary to conduct an additional individual interview. The effectiveness of the training program depends greatly on forming of the focus groups. It is important to combine the three methods mentioned above to eliminate an y possible inaccuracy. Thus, self-administered questionnaires are good for collecting data concerning exact each employee’s needs. These questionnaires will also enable a human resources development specialist to collect comprehensive data concerning employees’ difficulties. It is important to note that questionnaires should be precise and clear. Employees should be able to understand each question to answer it properly. Besides, it is important that questionnaires are quite short as employees do not have much time for such tasks (McConnell, 2003).Advertising Looking for essay on business economics? Let's see if we can help you! Get your first paper with 15% OFF Learn More If the questionnaire is lengthy, employees can pay little attention to each question in order to cover all points. Of course, this will not lead to proper data collection. It is also important to note that questionnaires should contain data concerning the future training program (at le ast, most suitable schedule can be designed on the basis of the employee’s answers). Thus, questionnaires should be precise and brief. However, sometimes even the most comprehensive questionnaire is not enough as employees can have doubts concerning their own needs. Therefore, individual interview can help the trainer to identify real needs of employees to place them in the most appropriate focus groups. Training should be held in groups as the most effective training presupposes a lot of discussion and sharing ideas (McConnell, 2003). Admittedly, these methods of data collection will help to design the most effective training program (Barbazette, 2006). Some may argue that needs analysis is a waste of time. For instance, some may say that it is enough to hold workshops when something new is introduced (new services or products, organizational changes, etc.). However, it is essential to make sure that employees are aware of the present state of the organization. It is also im portant to understand whether there are certain gaps in employees’ knowledge or professional skills. As soon as these challenging areas (gaps) are revealed, they can be easily eliminated during properly designed training programs. It goes without saying that needs analysis is the best way to outline the areas which require special attention. Thus, while conducting needs analysis, a HRD specialist can reveal the most challenging areas for each employee. More so, the HRD specialist will be able to design the most appropriate training program. For instance, the questionnaires will help the HRD specialist to understand how to combine different techniques (discussions, lectures, videos, Internet and/or real-life settings). Admittedly, the right choice of the most appropriate technique can ensure that the training program designed will be effective and will meet the employees’ needs. References Barbazette, J. (2006). Training needs assessment: Methods, tools, and techniques. San Francisco, CA: John Wiley Sons.Advertising We will write a custom essay sample on Customer Service Representative specifically for you for only $16.05 $11/page Learn More Bureau of Labor Statistics. (2009). Occupational Outlook Handbook, 2010-11 Edition. Web. McConnell, J.H. (2003). How to identify your organization’s training needs: A practical guide to needs analysis. New York, NY: AMACOM. This essay on Customer Service Representative was written and submitted by user Danny Rand to help you with your own studies. You are free to use it for research and reference purposes in order to write your own paper; however, you must cite it accordingly. You can donate your paper here.

Short talk Is Disney stereotipical Essays

Short talk Is Disney stereotipical Essays Short talk Is Disney stereotipical Essay Short talk Is Disney stereotipical Essay Essay Topic: Beauty and the Beast and Other Tales Clueless Talk The Disney industry began in the 1930s with a simple drawing of a mouse which emerged slowly and to this day is a household name. It was started with the purest of intentions; to bring joy and happiness to children everywhere. But as the technology developed, so did the tastes of Disneys audience. They started to use stereotypical images of the main charactors in their stories. A tall, dark and handsome hero, an evil looking villain and of course the beautiful princess. In my talk, I will show you the true message displayed by Disney to young children by giving you the example of one of Disneys most famous and loved films; Alladin.In Disneys Aladdin, the movie opens with a scene that has a small sleazy man trying to sell goods that are too expensive and cheaply made. The same stereotype that Americans have for the car salesman of our country, they are always shown as slimy dirty dealing men. This just shows how much Disney incorporates American views on all their stories no matter wh ere they are supposed to be. The man even slurs his words making him look and sound even sleazier. The next to come into the story is the Villain Jafar. Disney is infamous for making their villains ugly and dark in coloring and clothing. Jafar definitely covers this; he is a tall, emaciated man. He wears dark red and black, and looks mean and ugly. What does this put across to young impressionable kids watching? Should they fear tall ugly men while walking down the street? I believe Disney emphases too much on outer beauty.Also, Aladdin the big hero of the story is a young and very attractive man. He has light skin, large eyes, and is very muscular. Little kids looks up to him, and small boys want to be him. But how good is that? Looks aside, Aladdin is a common theif, who lies his way through life, and depends on a genie to do everything challenging for him. Disney makes the crowd actually cheer for Aladdin when he is being chased by the vendors that he stole from. Why wouldnt the vendors be mad that a street rat stole from them yet again? This is just showing children that it is ok to steal what they want. Even in the song he sings that he is broke, and he has to steal what he cant afford, and that is everything. Aladdin does not have a job, nor is it ever brought up as to why he dosnt have one. The song blames his parents, but if he is old enough to marry the princess he is old enough for a job. But in the story he is a common theif that we are made to feel bad for because he is to lazy to get a job.Jasmine is the stereotypical Disney princess. She is flawlessly beautiful and all men in the story ogle at her. When she is in the market place and Aladdin sees her for the first time he supposedly instantly falls in love with her. But he merely finds her attractive. Little girls look up to Jasmine, and they are being told if they arent as attractive as Jasmine, men will never fall in love with them. Although she is shown as being a beautiful girl that everyone loves, she is a strong female character. She stands up for what she believes and wont give in to what she doesnt believe in. You can see that Disney is trying to make their damsels in distress less helpless, but it doesnt counteract all the other negative aspects.Another staple of any Disney movie is the clueless, helpless parent. If there is a parent around they are on most occasions shown as stupid, and silly. They dont have anything to do with the plot and a lot of the time is the reason for something getting messed up. In Aladdin, Jasmines father is a short, jolly, roly poly old man. He hardly knows what to do with his daughter on most occasions, and listens only to Jafar his right hand man. For this reason Jafar ends up with power and becomes the biggest obstacle. So in true Disney spirit we yet again see a ridiculously stupid and scatterbrained parent figure. I am fairly sure that Jasmine and Belle from The Beauty and the Beast have the same father. Both characters have the sa me personality, stature, and facial expressions. It is abundantly clear that Disney had issues with his own parents. This is a horrible thing to incorporate into a childrens story though. Children will them associate the fictional parents to their own and believe they do not need their parents for anything, and could possibly become defiant to them. Is this a good message to give to young, vunurable children?The end of Aladdin, like all Disney movies has Jasmine and Aladdin marrying. They have known each other for a very short time, and Jasmine hardly knows Aladdin for who he is not the lies he told, yet they marry. The act of marrying someone you hardly know is evident in almost every Disney movie. The characters fall in love and everything is peaches and cream. I believe this gives children a false sense of reality. If a child was reared with Disney movies as their only basis of the world, what happens when something horrible happens? What happens after the happily ever after? In real life, everything isnt always perfect. The villains arent always caught and put away or killed. Marriages dont always last forever. How are you supposed to explain divorce to a little girl that is used to seeing the prince and princess in love forever?Disney movies are supposed to be just for entertainment, and sure a more mature child can accept that as true. But a child of four or five can not always understand that what they see on the television and real world arent the same thing. Little girls want to be beautiful princesses, they want to be swept off on a white horse, or take a magic carpet ride. Little boys want to be the strong handsome prince that saves the day and gets the insanely beautiful princess. But they wont, because they are only fairy tales. Disney should start making movies that encourage girls to be happy with who they are, and show them becoming something great with their lives and not rushing into marriage with a handsome prince. They should show boys grow ing up and becoming something their parents can be proud of, and not just getting by on good looks and charm.I hope this gives you some insite on the real message that Disney gives to young children. Maybe next time we see a little kid sat in front of the television, glued to the screen in awe, watching the brave hero with the rippling biceps saving the day, and the beautiful princess fall into his arms, you will think twice, before its too late.

Why corporate social responsibility matters Essay

Why corporate social responsibility matters - Essay Example Corporate companies are setting up fully fledged CSR departments focusing on the social issues of contemporary relevance. A complex chain of various stakeholders of the company including the community; vendors, customers, investors and the concerned government will be involved in a CSR decision of the company. In other words, a CSR decision of particular company will affect its varied range of stakeholders. The stakeholders will have either comply with the CSR decision or in cases, they will benefit from the CSR initiative of the company. Johnson & Johnson is a multinational company with its presence over 60 countries. It has more than 250 subsidiary companies with human resource strength of 116,000 people. Being a large company and having been using the governmental and natural resources for long years, it becomes the responsibility of Johnson & Johnson to be responsible to issues of social relevance. The objective of this essay is to critically analyze the Corporate Social Responsi bility initiatives of Johnson and Johnson. Managerial Structure of Corporate Social Responsibility Wing The company claims that CSR has been included in the mission statement of the company 60 years ago. Interestingly, in that period CSR was not a point of discussion as a responsibility to be fulfilled by Corporate Companies. The CSR initiatives of the company were started by General Robert Wood Johnson (CSR Globe, 2006) He was the Chairman of the Director Board of the company then. The first initiative taken up by the company in this regard has been claimed by the company to have taken up way back in 1906. The company supported the government to source medical supply for the victims of the earthquake that happened in San Francisco. The CSR representative for the company is the Executive Committee. This makes it clear that the CSR initiatives of Johnson & Johnson is planned and controlled by its top level management. The involvement of senior level management in thus ensured in the process of planning and implementation. The governance of Johnson & Johnson’s Corporate Social Responsibility initiatives is centrally based from its headquarters. This central approach in governance makes sure that the policy is oriented and focused on the central policies suggested by the Executive committee of the company. This further ensures the top management’s control over the CSR mechanism. The comprehensive Strategy Johnson and Johnson have developed a comprehensive strategy that clearly defines the limits of implementation of CSR. The CSR priorities of the company have been clearly defined to be limited to four sections. First of it is to cater to the company’s responsibility towards nurses, patients, doctors, mothers fathers and others who use the products of Johnson and Johnson. The second priority area is employees all across the world. The third is communities and the fourth one is stockholders. On careful analysis of these priority areas, it is cl early observable that the company has clearly defined the reach of its CSR initiatives. Interestingly, most of the beneficiaries from all the four priority areas belong to their customer base and direct dependents of the company. For instance when the patients who use their products refer to their customer base, the 116,000 people employees who are direct dependants of the company are included in within the limits of the activity. In conclusion, it can be observed that the CSR policy of Johnson and Johnson comprises of a comprehensive strategy clearly defining its limits to business development, human resource welfare, supply and sourcing chain wellbeing and community welfare. Specific CSR Programs The CSR programs of the company focus on three large areas including Environment, Social and Governance and Economic. The