How Do You Measure the Impact of Customer Obsession Training on Employee Behavior?

Hi All,

I'm in the Training and Development field in a private company. There was a request from senior management to conduct a customer obsession training program. I would like to understand the methodology for measuring the effectiveness of this training, as it directly impacts associate behavior. I welcome any documents related to these types of training programs and their effectiveness.

Thank you.

Dear All,

Is there any tried and tested methodology to measure the effectiveness of customer obsession training programs? You are welcome to share any documents on the same.

Dear Salexi,

What is the nature of your business? What is your product or service? How do you measure customer satisfaction? On what parameters do you measure it?

Measure the Customer Satisfaction Index (CSI). Training effectiveness is CSI before the training and CSI after the training.

Earlier, I have given a comprehensive reply on employee training. Refer to the following link for more information: https://www.citehr.com/523786-traini...oft-skill.html

Thanks,

Dinesh Divekar

My take on your query: I believe it has to do with the level of involvement with the customer. Customer Satisfaction > Customer Delight. A customer will only be delighted when those interacting with them have a high level of involvement, even to the point of becoming obsessed with the customer's needs. A customer obsession program would emphasize the passion with which customer needs are addressed. This obsession would ensure focused and undivided attention to handle every situation that the customer faces.

If you need any further assistance in designing the program, please feel free to contact me personally. Regards