What factors will you be looking for when evaluating your training program for success?

Learn if it works: Training does not always work. One company spent tens of thousands of dollars on leadership training. Participants gave the study high scores in post-training surveys and some even described it as "life-changing." However, in-depth research reveals that participants do not become better leaders because of training. Funding for the program was eventually discontinued due to the lack of cost-effective results.

Improve credibility: Customer service representatives were skeptical about the process they were being trained to use. They were not sure it would work until the coach shared test data from the driver class showing that his colleagues had dramatically improved results using the new system. This gives the training greater reliability and participants agree to try to implement the new process.

Improve your plans: A client recently hired me to upgrade a custom customer service training program. We did a testing session and received some very good reviews, but our experiments also identified a few areas where the system could be improved. The result was a much better program once it was presented to all my client's staff.

Meet customer expectations: The manager of a small company asked me to conduct training to help customer service managers turn many questions into sales. The current conversion rate has been 33 percent and the CEO has indicated that employees can receive 35 percent after training. Post-training checks revealed the conversion rate had risen to 45 percent, much to the CEO's delight!

Get more support: The client hired me to conduct customer service training with its staff. They had received many complaints and he knew they had to improve. We have been able to show the training has greatly helped to reduce complaints and dramatically improve service levels, which has allowed my client to make her manager authorize additional training programs.

• Managing an Effective Training Program
• Learning Needs Assessment
• Aligning Training and Business Objectives
• Setting Goals and Tracking Proper Training Metrics
• Leaders Received and Promote Staff Learning
• Contents of Modern and Related Training
• Innovative Ideas That Attract Staff to Learning
• Continuous Marketing Training Program

Question:

If your company can increase customers satisfaction and increase support, how would everyone benefit?