Staff Training and Development

TRAINING AND DEVELOPMENT ON CUSTOMER SERVICE AND SATISFACTION

Introduction

Training is teaching a person to perform a particular job or skill well or to behave in a particular way through regular instructions and practice . It is the process of preparing for a job and is simply imparting knowledge on the employee to learn a sequence of programmed behavior in an attempt to improve performance on the current job or prepare them for an intended job . It can be defined as a systematic modification of behavior through planned experience or a systematic

process of changing the behavior , and knowledge . It is a planned process to modify attitude , knowledge , skill or behavior through a learning experience to achieve effective performance in an activity . Its purpose in the work situation is to develop the abilities of the individual and to satisfy the current and future manpower needs of the organization

A skill is an ability to execute certain jobs . Knowledge is the ability to understand how things are done while attitude is the receptiveness towards things . Training is critical to the performance of employees at all levels of an organization as it is a motivator and is essential to acquiring and maintaining skills necessary for optimal job performance

Development on the other hand is a process which covers not only those activities which improve job performance but also those which bring about growth of the personality of individuals

The main difference between training and development is that training is a short-term process utilizing a systematic and organized procedure by which non-managerial personnel learn technical knowledge and skills for a definite purpose while development is a long-term educational process utilizing a systematic and organized procedure by which managerial personnel learn conceptual and theoretical knowledge

The development of staff skill sets

Companies looking to thrive in the 21st century are investing in customer service training programs , customer relationship management and call center training programs that sharpen their customer focus and build customer satisfaction , loyalty and retention with every experience . Keeping customers happy and continually buying should be the aim of every organization . The lifetime value of a customer should be a primary concern . Customer service and satisfaction training is aimed at any member of staff who has interaction with customers such as sales people , customer care teams , and sales and service advisors Organizations should thus focus on training and developing their customer service department staff to cope up with this . Various skills include the ability of allowing customers to say what is important to them , to listen and make them feel important , integrate their needs and expectations into planning and be customer-focused . All this is possible by having customer related employees undergo relevant training and development

Customer service

Customer service is the cornerstone of a solid , thriving business . It is more expensive to get a new customer than it does to service and maintain the satisfaction and loyalty of an existing customer . As expected , companies work on cutting costs and during this process , they don...