How to Gather Your Data? Survey Tools Data Gathering Focused Workshops Interviews
What are you going to cover? Pareto Principle80% of the effects comefrom 20% of the causes
What should you ask?To identify opportunities to What are the desired business outcomes as a result of any trainingcontribute to business goals intervention in this area, e.g. increased revenue from a specific product line, increased retention rates at line manager level, reduced handling cost per customer inquiry?To identify opportunities to What are the most common mistakes and opportunities forimprove performance improved performance people make in this area (including missed opportunities, misperceptions and errors)?To identify attributes of top What are the activities, tasks, behaviors that top performers exhibitperformers to set them apart from others in this area?
Final Thought…. if nothing else write for your audience.Less of… Less of… Less of…“This e-learning module is “Now that you have covered thedesigned to explain the “By now you have learned…” basics of customer service, in theprinciples and practical “You must do…” next section you will learn how torequirements of the 11 step “This will take 90 minutes” deal with customer issues.”process …”More of… More of…“Need to get your head “Take 5 minutes to find More of…around our process? You’re out how to run effective meetings.” “You’re one step away fromin the right place.” Or… maximizing your skills, but there’s a problem – a customer one in“Process – boring, right? fact. Click next to put yourWrong. This one will help service skills to the test.”you, all 11 steps of it. See it TONE mattersto believe it.”