Use online training and development to improve staff performance as well as customer service in order to achieve business improvement

Lin, Yue and Taylor, Beverly (2017) Use online training and development to improve staff performance as well as customer service in order to achieve business improvement. Applied Management Conference, Wintec, Hamilton, New Zealand, 30-31 October 2017.

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Abstract or Summary

This report discussed about how to use online training and development program to improve retail industry’s (The Warehouse) customer service. The purpose of this report is to find out an effective method of using online training and development to improve The Warehouse’s customer service. The report uses secondary research to find out the skills, knowledge and experience that are important for retail employees to improve their customer service, importance of training and development for customer service, importance and benefits of online training and development, methods of creating an effective online training and development program, and technical factors of online training. Based on the literature review, the report finds that sales associate knowledge, communication skills, knowledge about the organisation, cash handling and some transferable skills are the important knowledge that should be involved in the online training program. Customer service is the blood of business and it has huge impact on businesses’ performance. By using online training, businesses can save cost and time, deliver to more staff in shorter time frame, allows employees to take the training in different locations, increase staff engagement and it would be easier to update material. To design an online training program, businesses need to take three main steps: identify training needs, design and delivery, and evaluate results. The report also discuss a lot of recommendations of designing a training program.

Item Type:Paper presented at a conference, workshop or other event, and published in the proceedings
Keywords that describe the item:staff performance, customer service, business, sales
Subjects:H Social Sciences > HF Commerce
Divisions:Schools > Centre for Business, Information Technology and Enterprise > School of Business and Adminstration
ID Code:6038
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Deposited On:20 Jul 2018 02:47
Last Modified:20 Jul 2018 02:47

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