To design a Training Program for Customer Service Associates and Team Leaders
The company is a Language Center of 1000 students. They provide trainings in many languages to students interested in immigration, job promotions, becoming translators in their own field.
After conducting a satisfaction study the company discovered that their students consider the training as not filling their specific need. So, the top Management decided to be trained on gathering information about the students and their need. A preliminary assessment has been made to evaluate the participants’ knowledge, skills and perception about information gathering.
The company needs a workshop in “information gathering” which would be designed for enlarging the knowledge of the managers on the relevance of gathering information about the client to define objectives and quality standards according to the client’s requirements. They would be equipped with skills needed to gather the maximum of useful information about the client.
Key Findings and Conclusion:
The students were made aware of their accurate improvement areas, thus helping them focus more precisely to show better results in the future