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Customer service training (CST) refers to teaching employees the knowledge, skills, and competencies required to increase customer satisfaction.
The Customer Service course is designed to prepare a student with the basic office experience or training needed to perform the job duties of a customer service representative. Training includes intermediate keyboarding, introduction and intermediate use of databases, customer service techniques, and communication methods.
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.
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A DMV clerk helps a customer with paperwork. 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.
Work done by Parasuraman, Zeithaml and Berry (Leonard L)[18] between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance.
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