Customer Service Training (Pergamon Flexible Learning by Maxine Kamin

By Maxine Kamin

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Be sure the books and handouts are in order. ᭜ Prepare flipcharts. Things to do the day of the session: ᭜ Get these programme materials to the training room: ᭜ books ᭜ flipchart stand with full pad of paper ᭜ masking tape ᭜ CD or tape player (optional) ᭜ music (optional) ᭜ chimes or other musical instruments (optional) ᭜ overhead projector or laptop and LCD projector ᭜ screen Facilitating the Training Session ᭜ extension and powerstrip ᭜ videos (optional) ᭜ marking pens ᭜ sign-in sheets ᭜ evaluations ᭜ water (for you or for everyone) ᭜ Get to the site at least one hour before the training starts.

Purposes of evaluation ᭜ Levels of measurement and evaluation ᭜ Programme evaluation options This chapter will give you some ideas about how to evaluate your training programme. Evaluation of results will depend on what you are looking for in terms of benefits to participants and to the organization. Purposes of Evaluation There are many ways to evaluate training. The purpose of your evaluation will determine the evaluation methods you use. Before training begins, determine the purpose of evaluating your programme.

Comparing pre-training and post-training test results will give you an indication of the amount of knowledge gained. Or you can give a quiz that tests conceptual information 30 to 60 days after the training to see if people remember the concepts. Because most adult learners do not generally like the idea of tests, you might want to refer to these evaluations as ‘assessments’. Measuring the Results of Training Back on the Job Methods for collecting data regarding performance back on the job include reports by people who manage participants, reports from staff and peers, observations, quality monitors and other quality and efficiency measures.

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