Chapter 5

Identifying Needs for Customer Service Training

What’s in This Chapter

• Discovering the purpose of needs analysis

• Introducing some data-gathering methods

• Determining the bare minimum needed to deliver training

Ideally, you should always carry out a needs analysis before designing and creating a workshop to address a performance gap. The cost of not identifying and carefully considering the performance requirement can be high: wasted training dollars, unhappy staff going to boring or useless sessions, increased disengagement of employees, and so forth. But the world of training is rarely ideal, and the existence of this book, which ...

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