Newsletter
02/12/09 - Downsizing and Customer Satisfaction - To
survive in these hard economic times, everyone is cutting staff and
expecting others to pick up the slack. Employees are being
asked to do tasks they rarely, if ever, have done before. If you are
running a quality organization, do you want your customers to know
that they are being served by people who may not be top notch at
what they are doing? Customer satisfaction may suffer.
Your employees need to be trained on their new
responsibilities. On-the-job training, delivered by one
employee to another, is not always the way to maintain quality
control, customer satisfaction and employee moral.
So what do you do?
Computer-based job aids and just-in-time training should be part of
the solution. When developing the job aids and training, here
are some simple suggestions:
- Keep it simple
- Use lists of steps to be completed
- For each step, link to detailed information, as needed
- For manual tasks include short video clips
- For computer tasks include screen captures
- Incorporate a chat or instant messenger system with subject matter experts
The information must be well organized and easy to access. With web-based materials, information should never be more than 3 clicks away. The key is having the correct information where and when it is needed, so people can do their jobs efficiently and effectively.
You never want a customer to get the feeling that they are working with someone who does not know what they are doing.
Nyles Teicher, Ed.D.
nyles@ntaesg.com
Customized instructional material development for sophisticated companies. Using a systematic approach that ensures quality.
Educational management system that provides customized reports and tracks enrollment, attendance, test results, instructional materials, personnel records, sessions, student/teacher ratios and revenue.
Web-based customer care, sales and strategic partner support. Providing critical information where and when it is needed.
Not just your average learning management system - it is an integrated corporate communications system that provides policies, procedures, forms, sales materials and training.