Customer Service Training - The Interview and Beyond
What are the benefits of early assessment and training?
- Reduced performance gaps between new hires and seasoned reps
- Proven behavioral modification
- Tracked and reliable performance gains
- Stated business objectives supported by instruction
How are gaps in knowledge identified and tracked?
- Record and measure skills and knowledge during the interview
- Perform consistent pre and post-tests
- Confirm knowledge acquisition and comprehension
- Monitor for evidence of knowledge application
- Conduct performance observation and coaching
- Assess performance metrics and adjust to meet company goals
This Business Impact explores the idea that training should begin at its earliest point in a CSA's professional lifecycle - the interview.
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