| How Organizations
Put Customers First
Gaining customers for your products and
services is hard. Keeping them as satisfied customers is even
harder. Consumers have so many product and service choices
now that they'll quickly abandon a company if the quality
of its customer service is lacking. Consequently, customer
service training has never been more important.
"Customer Service Skills: Descriptions
and Excerpts of Online Courses from the 2007 Brandon Hall
Excellence in Learning Awards" provides nine
case studies and online excerpts of customer service courses
submitted to the 2007 Brandon Hall Excellence in Learning
Awards.
Designed for anyone involved in creating
training — subject matter experts, instructional designers,
authors, graphic designers, and training and project managers
— this report provides a glimpse into how leading organizations
such as GE Energy, Toyoto, PNC Bank, and Saks Fifth Avenue
train their new employees.
This report contains the following:
- A description of the 2007 Brandon Hall
Research Excellence in Learning Awards, including methodology and
judging criteria
- Case studies of nine
Custom Content category entries that focus on customer service
training (Two of these entries were Award winners in 2007.)
Each of the nine case studies contains the following:
- A screen capture
- A link to view an online recording of
the course
- Information about the tools, budget,
and staffing required to create the course
- Comments from the Excellence in Learning
Awards Judges assigned to evaluate the course
Customer Service Skills: Descriptions
and Excerpts of Online Courses from the 2007 Brandon Hall
Excellence in Learning Awards is designed to give you
a look inside the tools used and processes followed by professional
development teams to design smarter and more innovative e-learning
courses. Most importantly, this report is designed to provide
you with ideas on how you can improve the quality of customer
service training within your organization.
This report is also available through
a subscription to the Brandon
Hall Research Library.
Reports highlighting Excellence in Learning Awards entries:
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