Staff training is an essential and indispensable part of Human Resource Management. At modern Coast, the essence of training employees to enable them conquer their work and provide satisfactory services to clients is recognized. The company is observant of today’s business climate and the exponential growth in technology with its effect on service delivery and customer satisfaction. As a result of modernity and the highly dynamic environment in the service industry, the need for employee training has become more pronounced than ever. Modern Coast has once again justified that it is ‘The Ultimate Leader’ through its provision of ongoing attention to staff training and development to enhance service delivery and remain competitive.
At Modern Coast, measures are taken to respond to the fast paced and constantly evolving business environment. The latest initiative was a two day extensive managers’ training that was held in the company’s premises in Nairobi (Kenya) with an aim of boosting the managers’ efficiency and expertise in performing their daily necessities. The training was also guided by the company’s customer service policy that “Customer Service is not a department; it is everybody”. As such, one of the key objectives of the training sessions was to ensure that the company maintains exceptionally high levels of housekeeping and making all employees adept with the current technological tools that are required in their jobs. The training revisited customer service skills like how to address customers in both positive and negative situations to ensure that customers appreciate the company’s services and that they depart with plans to return.
The main aim of Human Resource Management at Modern Coast is to close the gap between actual performance and the ideal requirements of the service industry to achieve greater organizational effectiveness and success. The company invests a lot of resources to ensure its employees’ competence at work with particular attention given to the need for improving their qualities. The company is also cognizant of the fact that the level of service quality is highly dependent on the qualities of employees like knowledge, skills and thoughts.
The managers training will go a long way in increasing productivity and having employees armed with professional knowledge, experienced skills and valid thoughts. The training also helped to motivate and have managers inspired as it provided them all essential information that is relevant to their work besides sensitizing them to understand how vital they are to the company. It also provided an opportunity for the managers to familiarize themselves with each other hence fostering unity in the company so as to create a harmonious atmosphere. It helped in the provision of accurate work specification and increase the passion of work while also building team spirit between the top management and the branch managers.
The importance of employee training and development in the service industry can’t be overstated, because every job ultimately aims for client satisfaction. At Modern Coast, we understand that all our employees affect our customers’ experience. Without proper training, employee-customer encounters can go off track, affecting a company’s bottom line. We invest in employee training despite it being an expensive undertaking for we are convinced that the benefits will obviously outweigh the costs.
Authored by – Wycklif Onyango