Hi All,
I'm in Training and Development field in a private company. There was an ask from the senior management to run a customer obsession training program. I would like to know the methodology to measure the effectiveness of this training as this is directly proportional to an associate behavior. You are welcome to share any documents related to these kind of training programs and the effectiveness of it.
From Ireland, Dublin
I'm in Training and Development field in a private company. There was an ask from the senior management to run a customer obsession training program. I would like to know the methodology to measure the effectiveness of this training as this is directly proportional to an associate behavior. You are welcome to share any documents related to these kind of training programs and the effectiveness of it.
From Ireland, Dublin
Dear Salexi,
What is the nature of your business? What is your product or service? How do you measure customer satisfaction? On what parameters do you measure it?
Measure the Customer Satisfaction Index (CSI). Training effectiveness is CSI before the training and CSI after the training.
Earlier I have given comprehensive reply on employee training. Refer the following link to refer it:
https://www.citehr.com/523786-traini...oft-skill.html
Thanks,
Dinesh Divekar
From India, Bangalore
7884What is the nature of your business? What is your product or service? How do you measure customer satisfaction? On what parameters do you measure it?
Measure the Customer Satisfaction Index (CSI). Training effectiveness is CSI before the training and CSI after the training.
Earlier I have given comprehensive reply on employee training. Refer the following link to refer it:
https://www.citehr.com/523786-traini...oft-skill.html
Thanks,
Dinesh Divekar
From India, Bangalore
Dear Salexi,
My take on your query.
I think it has got to do with the level of involvement with the customer.
Customer Satisfaction>Customer Delight
Now a customer would be delighted only when those interacting with the customer have a high level of involvement, going to the extent of getting obsessed with the customer needs. A customer obsession programme would underline the passion with which customer needs are addressed. Obsession would obviate focussed and undivided attention to deal with every situation that the customer confronts.
If you need any further help in designing the programme, you could contact me personally.
From India, New Delhi
My take on your query.
I think it has got to do with the level of involvement with the customer.
Customer Satisfaction>Customer Delight
Now a customer would be delighted only when those interacting with the customer have a high level of involvement, going to the extent of getting obsessed with the customer needs. A customer obsession programme would underline the passion with which customer needs are addressed. Obsession would obviate focussed and undivided attention to deal with every situation that the customer confronts.
If you need any further help in designing the programme, you could contact me personally.
From India, New Delhi
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Designing and conducting training program.ppt