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Employees who are properly trained and demonstrate professional customer service skills, can improve customer satisfaction and loyalty. This helps the business retain customers and improve profits. It costs less to retain loyal customers than to acquire new ones.
Most WBL programs are generally university accredited courses, aiming at a win-win situation where the learner's needs and the industry requirement for skilled and talented employees both are met. WBL programs are targeted to bridge the gap between the learning and the doing.
Typical projects in the field include executive and supervisory/management development, new-employee orientation, professional-skills training, technical/job training, customer-service training, sales-and-marketing training, and health-and-safety training.
Customer service is the assistance and advice provided by a company through phone, online chat, and e-mail to those who buy or use its products or services. Each industry requires different levels of customer service, [1] but towards the end, the idea of a well-performed service is that of increasing revenues.
Training Need Analysis (TNA) is the process of identifying the gap between employee training and needs of training. Training needs analysis is the first stage in the training process and involves a series of steps that reveal whether training will help to solve the problem which has been identified.
In the earliest stages of developing a go-to-market strategy for a new product or service, the company has to initially define the target market. The company then must determine whether they already have prospective customers within their customer base but who are using different services.