Measure these skills. Where possible, measure the effectiveness of your training plan. Many of our customers ask us to conduct mystery phone calls to their business so they can better assess how their customers are being serviced over the phone. We record and evaluate these calls and make them available to the client. These calls are an inexpensive and practical way to monitor progress and identify opportunities for improvement. Another tool for measuring skills is to survey your customers.
Customer Connection By Barry Himmel, Columnist Providing
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