Customer Service and Training - 3854 Words

The Verizon Wireless Corporate customer service department has been receiving poor customer service ratings and complaints from customers at our retail stores and via the call center. Verizon Wireless Corporate is a reputable organization that is committed to offer customers the most reliable service on the nation’s best wireless voice and data network. Because of its widely known reputation management needs to be aware of these issues and take action immediately. In order to move forward, we must evaluate the training process and proceed accordingly. Our first task is to conduct a training needs assessment for Verizon Wireless Corporate. We begin with the organizational analysis. Due to the high sensitivity of complaints, management†¦show more content†¦These interviews will also generate an open forum for individuals to express any concerns they have with an underlying issue as well. It is understood this type of process is time consuming, but pertinent information can be uncovered in these types of techniques that is beneficial to the organization’s growth. Once the interview process is completed, employees will be asked to perform a web-based training application. This application will be supported by a resource called Skillport that is provided through our new established relationship with NETG as it was mentioned early. This application allows our training staff to manipulate various training modules, and target specific areas of interest (i.e. customer service processes, procedures, managing challenges). This resource is a critical phase in training, because it offers immediate feedback and allows the employees to work at their pace. After completing our task needs assessment, we continue with the construction of our lesson plan. Within this lesson plan we need to assure that the transfer of training is exchanged accordingly. For this to take place, a cost-benefit analysis needs to be conducted. It is imperative at this level of tr aining and development to conduct a cost-benefit analysis for Verizon Wireless Corp. This method/technique is designed to determine the feasibility of a training project or plan by quantifying its costs and benefits; meaningShow MoreRelatedTraining of Customer Service961 Words   |  4 PagesImportant points to consider when training customer service employees. Who are the most important people in your organization? It may come as a surprise to learn that the most important people are your employees - not your customers. Customers come second. Without qualified and well-trained employees committed to strong customer service all of your efforts to please customers will be fruitless. 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Modeling leaders and training in different areas at my past jobs have allowed me to excel in areas of communication, customer service and time management. These individuals gave me the drive to be a better person and achieve excellent results doing everyday tasks. As a result, I could count on these people for help if I am unsureRead Moreemergency department patient satisfaction: customer service training improves patient satisfaction and ratings of physician and nurse skill/practitioner response4981 Words   |  20 Pagespatient satisfaction: Customer service training improves patient sat isfaction and ratings of physician and nurse skill / Practitioner response falseMayer, Thom A; Cates, Robert J; Mastorovich, Mary Jane Press the Escape key to close ; Royalty, Deborah L; et al.Journal of Healthcare Management43.5 (Sep/Oct 1998): 427-40; discussion 441-2. Abstract (summary) The full text may take 40-60 seconds to translate; larger documents may take longer. 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