TRAINING AND DEVELOPMENT PROJECT

Primary Task Response: Within the Discussion Board area, respond to the following questions with your thoughts, ideas, and comments. This will be the foundation for future discussions by your classmates. Be substantive and clear, and use examples to reinforce your ideas. Your response should be 75 words.

The Importance of Training

Organizations are challenged with the importance of training. Consider the following scenario:

Johnson Telecommunications has seen an increase in employees leaving the organization (turnover rate) over the past 6 months. Based on the results from the exit interviews, it is apparent that training needs to be redesigned for their current customer service personnel and new employee hiring in this area.

Using LinkedIn or another Internet search, research the essential elements to be an effective customer service representative.  For example: What are the necessary skills one must possess? How can you further engage your customers? What do customers want? What does loyalty look like? What about customer satisfaction? Are traits, skills, and attitude important? What else can you think of?

Please summarize your findings, and post in the Discussion Board

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