Human Resource Training Class Assignment Example | Topics and Well Written Essays - 1500 words

Human Resource Training Class - Assignment Example Performance assessment highlights both deficiencies and strengths as well. For a retail business especially selling products also through the online method, the role of customer support service becomes highly critical and important as well. It is critical in the sense that the most customers use telephone service for registering their complaints or receiving additional required information relating to purchase of specific products. And it is important in the sense that it leads to increase or decrease sales volume. Five essential ways that highlight and justify the needs assessment for evaluating performance of support service are: frequent similar complaints, unfriendly behavior towards customers, no follow-up procedure, no coordination between the relevant departments, and drawing no lessons from previous mistakes. They summarize performance and highlight gap between actual and required level of performance. For these measures, both quantitative and qualitative information provide fundamental support for evaluating the performance of employees working in the support service department. For example, if the number of similar complaints is increasing, this would suggest that the customer support service has not properly addressed and pursued the complaints. Subsequently, this evaluation can be done every month and the collected data can be compared for understanding the trend. If the trend suggests increase in the number of similar complaints, this would conclude the customer support service employees.