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While it could also be accomplished in group training formats, that approach is much less flexible with respect to accommodating corporate cultural nuances (George & Jones, 2008; Robbins & Judge, 2009).
The optimal implementation of customer service training would comprise various stages, all of which would be conducted on-site. The first stage would be orientation; it would consist of a direct guided observation of Citizen's customer service call center agents handling communications. The observation would be guided in the sense that trainers will provide narrative guidance followed by the opportunity to connect that narrative to the actual performance of existing call center representatives.
That stage would be followed by direct one-on-one observation whereby representatives in training observe trainers conduct actual customer service interactions. The calls are discussed and the trainee takes actual calls under the supervision of the trainer. In the last stage, the trainee...
Both of those sessions are also debriefed afterwards (George & Jones, 2008; Robbins & Judge, 2009).
Conclusion
Customer service is one of the most crucial components of contemporary insurance companies. In principle, customer service representative training could be delivered internally or externally. Because one of the most important aspects of modern customer service is its connection to corporate culture and vision, it should be conducted internally. That training consists of narrative instruction, guided observation, direct observation, and finally, supervised experience with actual customer service delivery.
References
George, J.M. And Jones, G.R. (2008). Understanding and Managing Organizational
Behavior. Upper Saddle River, NJ: Prentice Hall.
Robbins, S.P. And Judge, T.A. (2009). Organizational Behavior. Upper Saddle River,
NJ: Prentice Hall.
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