An Assessment of the Impact of Training on Customer Service Delivery: A Case of NIC Bank
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Date
2014-05
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School Business and Economics, Daystar University
Abstract
Training is one of the processes used in human resource development and it is a key element in improving quality of customer service. With the proper training and support, and a service environment that is customer-focused and humane, employees will have the tools they need to give customers what they want and deserve. The purpose of this study was to establish the impact of customer service training on the quality of customer service at NIC Bank. The objectives of the study were to determine the various customer service training programmes conducted by NIC Bank, to find out the skills and competencies required by NIC Bank for excellent customer service delivery: and to establish the impact of customer service training on customer service delivery.The study used case study and descriptive research designs. The study findings indicated that majority of the respondents receive special training towards improving customer service delivery 58.3%. Results from the respondents also indicated that majority (70%) of the respondents were aware of skills and competencies required for excellent customer service delivery Similarly, the majority of the respondents agreed that training has made performance more effective and serving customers better. The study concludes that customer service training has a major impact on the quality of customer service. Training is a key element in improving quality of customer service. Finally, the study recommends that organisations should invest more resources in facilitation of training.
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Thesis
Keywords
Training On Customer Service, NIC Bank
Citation
Selina, Simiyu, (2014).An Assessment of the Impact of Training on Customer Service Delivery: A Case of NIC Bank. School of Business and Economics. Daystar University: (Thesis)