Velina JacksonHRM 530 Strategic Human Resource ManagementTask 4: HR Training CourseStrayer UniversityProfessor Brenda HarperAugust 27, 2016HR Training CourseIncreased competition has set the bar so high when it comes to service and product quality; therefore, this has required organizations and businesses to train their employees to stay up to date with current technologies, production methods and service production (Muller, 2009). Today, business performance largely depends on the quality of the product or service; this can only be achieved when a company or organization is well trained, motivated and satisfied (Muller, 2009). Customers play an important role in the success of the business because they create the market for the services and products provided. For this reason, customer satisfaction is a priority as it increases the market share of businesses in a given locality (Muller, 2009). For this reason, a company must have efficient and functional customer service to meet customer needs in real time. Before conducting a customer service training program for employees, it is important to conduct a needs assessment. The assessment begins with identifying the “need.” This identifies the gap between what is currently being done and what is needed to achieve the standards set by the company. On the other hand, it reveals and addresses questions about what the organization expects and is happening, current and desired job performance and finally the skills gap faced by the organization (Muller, 2009). Based on HR-Guide, an important feature of customer service having a needs assessment. It's about getting positive or negative feedback...in the middle of a document...a great way to step back and make sure you have all the information before employees jump into their next learning project, once the information has been collected. and tabulated, trainers can compile everything to have a clear idea of ​​the steps to follow once the assessment is revised, modified, and implemented. ReferencesMuller, M. (2009). The manager's HR guide. New York: AMACOM.SHRM (2016). How to conduct a training needs assessment. Retrieved from https://www.shrm.org/resourcesandtools/tools-and-samples/how-to-guides/pages/conduct-training-needs-assessment.aspx HR Guide (2016). Needs analysis: how to determine training needs. Retrieved from http://www.hr-guide.com/data/G510.htmCouchon, L. (2013). Brain shark. Fuel your content. boost your sales. Retrieved from https://www.brainshark.com/ideas-blog/2013/April/training-needs-assessment-steps