How to Get Your Customers Swearing by You, Not at You: Telephone Doctor's Guide to Customer Service Training

Classroom Evaluations: The Verdict Is In

At the end of a training class, attendees are often asked to evaluate the class itself. A valid evaluation will indicate ways in which the course could be improved and how the facilitator might be more effective. This information can provide direction for the facilitator to adapt the customer service training program in the future.

There are a number of ways to evaluate customer service training.

Evaluation sheets can be created or adapted from previous training courses or from sheets supplied with off-the-shelf programs. Written evaluations are the most commonly used. The questions can be put forth in different formats:

•  True or false

•  Multiple choice

•  Fill-in-the-blank

•  Match-up

•  Essays

•  Checklists ...