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Training and development - Essay Example

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Ideally, customer service representatives have a mandate of handling complaints, processing orders, and providing information about…
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Training and development
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Download file to see previous pages I will mail the self-administered questions to the customer service representatives in our organization.
The customer service representatives will complete the mail-in survey within 3 days. I will tabulate, summarize, analyze, and discuss the results of the survey with the top management of the organization with a view of taking necessary actions in the future.
I will use my self-administered questionnaires to establish the training needs of customer service representatives in our organization. The survey will help me to determine whether the training offered in the organization meets the needs of customer service representatives. The results of the survey will help me to develop and deliver effective training to this group of employees. I will also determine how to manage the trainees. The survey will equally determine if there is any need to outsource training with an aim of enhancing expertise in our organization.
I chose to collect data using a mail-in survey that include both open-ended and close-ended questions. This method is beneficial since it allows me to poll all respondents within a short period. They are also cheap to administer and easy to analyze. The survey will offer first hand data that I can classify and explore further. The close-ended questions in the mail-in survey limit the respondents to specific parameters (Skillnets Ltd, 2013). It is easy to tabulate data collected from such questions since they required specific answers. On the other hand, the open-ended questions in the mail-in survey allow respondents to offer detailed feedback and present new ideas (Skillnets Ltd, 2013). However, tabulating the results from such questions will be challenging. Moreover, many respondents do not like completing such surveys and the return rate is mostly low. However, it is more effective to combine both close-ended and open-ended questions in this analysis.
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