Training and Development Paln

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TRAINING AND DEVELOPMENT PALN

Introduction to Human Resource

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Introduction

I am a manager in shopper’s drug mart where customer service plays a vital role. There is a loyalty program called optimums card for the customers in which customers collect points for the money spent in the store and then they can redeem their points for cash. Shoppers drug mart is a company which is very famous in Canada and every individual goes here once or twice a week. It is a store where every day’s basic requirements are met as well as other requirements as well. Shoppers drug mart loyalty program attracts many of the customers and it is way of saving money. It is one of the largest canadian retailers who provides services in pharmacy beauty health and food (www.corporate.shoppersdrugmart.ca, n.d.) It is a busy store where everyday some problems arise like a customer is not satisfied with the product or the services provided to them etc. As we all know for this organization customers satisfaction is very important, they always want to make customers their regular customers that’s why they have so many deals on their product and the shoppers optimum card program was invented to attract more customers and to make them their loyal customers as well. Shopper drug mart has a policy of being equally with all without any discrimination and to provide honest fair atmosphere to all and it also focus on providing health environment and they always tries to reach to customers expectations. Customers are very important over here for example if an organisation provides good customer service then only they will recommend this place to other people. in the past the shoppers drug mart has achieved growth and expansion and in present they want to achieve same position reputation which they brought up in the past.

In recent days being a manager, I have seen on the reviews online some people complaining about the service they got from the staff and about  product knowledge. After reading the reviews I thought of  arranging a training for the employees to be better in their jobs. In the training plan I divided the plan into four parts i.e. conducting a needs assessment designing the program implementation and evaluation. In the assessment I will be focusing on identifying the problem and to understand what the skill abilities employees have and where they need training. In designing the program, I will be finding solutions to the problems identified above, will think over how to overcome the problems and then in training delivery I will put my ideas into actions where training will be given to the employees on how to overcome the problem and in the last step I will be focusing on the feedback, on the improvement part whether training session helped or not and whether there were less number of complaints or incidents as compared to before.