Within the Treatment Group, one group had been pre-tested, the other had not. Improved communication, empathetic responsiveness, and job performance. These results afford management the opportunity to view CSRs as part of their organization's income producing marketing strategies , as opposed to viewing them as a cost that needs to be minimized, or the first to go in a crunch. Properly managed, service is an important revenue generator. Companies need to shift how they perceive CSR's importance, and provide them with the necessary training so they can do their jobs effectively.
Many companies continue to train new hires as before.
Feedback and experience confirm that most new hires are given a minimum of 24 hrs of training before ever speaking to an actual customer. The assumption is if you can speak, you know how to relate to people. Just as hard skills need to be taught, the same holds true for soft skills. We suggest a minimum of 12-16 hours per year per employee spread out over 3 or 4 sessions. Lastly, substantially boost your quality, productivity, and overall efficiency by hiring the right person and supporting them with soft-skills training.