Customer Service Training Research Articles

Tour guides as facilitators of learning under field trips

ABSTRACT Students embark on museum field trips with the goal of having enjoyable and educational experiences outside of the traditional classroom setting. This study investigated how museum tour guides helped primary school children in Zimbabwe learn school curriculum content while on field excursions. The study employed qualitative research approaches where a sample of conveniently chosen 320 school children, 12 teachers, and 40 museum tour guides was used. It is revealed that there are three different categories of tour guides that are found in Zimbabwean museums and these are: evangelists, dictators, and benevolent demonstrators. It was discovered that students go on field trips in order to engage with and learn about the curriculum. According to the investigation, nine (9) tour guides were classified as benevolent demonstrators, ten (10) as dictators, and twenty-one (21) as evangelists. It was shown that evangelist and dictator tour guides hindered effective learning because they treated students like epistemic slaves. During field visits, benevolent demonstrators used active techniques of content delivery to encourage effective learning. According to the study’s findings, most tour guides fall short when it comes to promoting effective learning, and they should receive pedagogy and customer service training.

Technology and service quality: achieving insurance industry customer satisfaction and loyalty under crisis conditions

PurposeThis research addresses the critical challenge of fostering customer loyalty within the highly competitive landscape of the insurance industry. The study investigates the interplay between customer satisfaction, loyalty, and the influence of technology and service quality in the context of insurance services and in periods of crisis.Design/methodology/approachA quantitative research approach was employed, utilizing a structured questionnaire distributed among diverse insurance customers in Lebanon during crisis conditions. The data were analyzed using SPSS-Amos, incorporating descriptive statistics, correlation analysis, and structural equation modeling (SEM).FindingsThis research emphasizes the crucial role of customer satisfaction in fostering loyalty in the insurance sector, especially during crises. High satisfaction levels, influenced by user-friendly online platforms, positively correlate with increased customer loyalty. Technology plays a vital role in maintaining and improving satisfaction, making it a key driver during challenging times. Positive interactions between service quality and satisfaction further highlight the multifaceted impact of technology on shaping customer loyalty.Practical implicationsThe research findings provide valuable insights with practical implications for insurers aiming to boost customer loyalty. The study recommends strategic investments in critical areas like claims processing, customer service, communication strategies, digitalization initiatives, and employee training. The study provides insights applicable particularly to insurance companies navigating crisis conditions.Originality/valueThis research contributes both to academic understanding and practical applications by shedding light on the distinctive challenges and opportunities faced by insurers in cultivating customer loyalty within the insurance industry during crisis. The elucidations provided serve as a foundation for developing targeted strategies to address these challenges and to leverage opportunities for enhanced customer loyalty.

Assuring Service Quality through SERVQUAL at the Land Bank of the Philippines North NCR Branches

This study aims to assess and assure service quality through SERVQUAL in the Land Bank of the Philippines North NCR Branches. Quantitative methods were employed, with 100 clients/customers, 216 front-liners, and 66 administrators from 82 LANDBANK North NCR Branches participating as respondents. A structured questionnaire served as the primary data collection tool. Statistical analyses included weighted mean, frequency and percentage distribution, standard deviation, Slovin’s formula, and Cronbach alpha reliability test. This study assesses the service quality perceptions among administrators, front-liners, and clients at LANDBANK. Results revealed a majority of female presence across all respondent groups. Administrators, aged 51 years and above, are mainly single and highly educated with postgraduate degrees. In contrast, majority of the front-liners and clients are aged 26-30 years and are married and hold mostly college degrees. Assessment across five dimensions of LANDBANK's service quality – tangibility, reliability, responsiveness, assurance, and empathy – revealed different perceptions. Tangibility was rated as commonly observed, with concerns about outdated equipment and system functionality. Reliability was rated higher by administrators than the front-liners and clients, issues encountered include long waiting times, system maintenance, ATM failures, and client-reported poor customer service. Administrators rated responsiveness higher than frontliners and clients, who highlighted delays and system failures. Assurance received higher ratings from administrators and front-liners but there are concerns encountered regarding hidden charges and security from clients. Empathy was consistently rated higher by administrators and front-liners compared to clients, citing instances of unsatisfactory customer service. Administrators rated LANDBANK’s service quality higher than the front-liners and clients, suggesting opportunities for enhancing alignment with customer expectations. Key issues identified include system reliability, long waiting times, and ATM failures. Recommendations focus on facility upgrades, IT enhancements, staffing increases, professionalism development, and improved customer service training to elevate service quality, customer satisfaction, and competitiveness at LANDBANK North NCR Branches.

Evaluating Factors Affecting the Effectiveness of Customer Service Training Programs: A Study of IOH Outlets in Jakarta

Evaluating Factors Affecting the Effectiveness of Customer Service Training Programs: A Study of IOH Outlets in Jakarta

A Framework of Customer Service Training Competencies for Proactive Business Recovery in a Post-COVID Era: A Case Study

Abstract Customer service is a core competitive edge in any service industry, including the retail banking sector. However, retail bank customers, especially in Angola, often complained of standing in long queues waiting to be served and difficulty handling technology while transitioning to online banking. This qualitative single-case study used competency-based theory to develop a framework for the customer service training competencies of a selected retail bank in Angola. Purposeful sampling was employed to select eight participants, including bank employees and customers who voluntarily participated in this study. Data was collected through semi-structured interviews using WhatsApp calls and audio recordings. It was thematically analyzed using the HyperResearch software. The emerging themes included change, customer service, responsiveness, human resource process improvement, managerial competency, customer relationship management, and online banking. The findings have implications for bank employees’ training and development of the identified competencies needed to redefine the future of customer relationship management and different dimensions of managing customer satisfaction for proactive business recovery.

Beyond empathy training for practitioners: Cultivating empathic healthcare systems and leadership.

Empathic care benefits patients and practitioners, and empathy training for practitioners can enhance empathy. However, practitioners do not operate in a vacuum. For empathy to thrive, healthcare consultations must be situated in a nurturing milieu, guided by empathic, compassionate leaders. Empathy will be suppressed, or even reversed if practitioners are burned out and working in an unpleasant, under-resourced environment with increasingly poorly served and dissatisfied patients. Efforts to enhance empathy must therefore go beyond training practitioners to address system-level factors that foster empathy. These include patient education, cultivating empathic leadership, customer service training for reception staff, valuing cleaning and all ancillary staff, creating healing spaces, and using appropriate, efficiency saving technology to reduce the administrative burden on healthcare practitioners. We divide these elements into environmental factors, organisational factors, job factors, and individual characteristics.

RECENT TRENDS OF CRM PRACTICES IN NATIONALISED BANKS WITH SPECIAL REFERENCE TO COIMBATORE CITY

In today’s competitive banking environment, Customer Relationship Management (CRM) has become essential for nationalised banks striving to enhance customer satisfaction and loyalty, especially in urban areas like Coimbatore City. This study aims to explore recent trends in CRM practices within nationalised banks, with a focus on assessing their effectiveness in improving customer service utilization and satisfaction. The problem addressed is the need for nationalised banks to adapt CRM strategies that meet customer expectations and maintain loyalty amid growing competition from private and digital banks. The research objectives are to analyze the effectiveness of CRM strategies in enhancing service utilization and to assess their impact on customer satisfaction in Coimbatore. A Descriptive Research Design was employed, and data was collected from a sample of 134 respondents using Convenience Sampling. The study uses statistical tools such as ANOVA, Correlation Analysis, and Multiple Linear Regression to examine relationships among CRM strategies, service utilization, and customer satisfaction. Key findings reveal that digital banking tools, personalization, and user-friendly interfaces are highly valued by younger customers. Moreover, locality and educational level significantly influence CRM effectiveness, highlighting the need for location-specific strategies. Recommendations include enhancing digital banking platforms, expanding ATM networks, and investing in customer service training to improve conflict resolution. In conclusion, effective CRM strategies are essential for boosting customer satisfaction and fostering loyalty, underscoring the importance of continual adaptation and innovation in nationalised banks’ CRM practices to meet evolving customer needs in Coimbatore City.

Factors Affecting Job Satisfaction at Ikan Bakar Jingkrak Restaurant Bandar Lampung

This study was directed to determine the factors that determine employee job satisfaction at the Ikan Bakar Jingkrak restaurant. The study also investigated the effect of customer service training on job satisfaction, customer service rewards on job satisfaction, management styles on job satisfaction, and lastly job competence on job satisfaction. The study used quantitative methods. Data was collected through an online questionnaire using a Likert scale, a population of 35. The sampling technique used is saturated samples and uses Non Probability Sampling samples, data analysis using multiple linear tests with the help of SPSS version 25 and also hypothesis tests such as t tests and F tests.

VR communication simulation with scripted dialog elicits HPA axis stress

Stress-inducing virtual reality (VR) systems have various applications in research, ranging from training to therapy to the observation of biological stress responses. Stress in VR can be evoked through environmental, cognitive, and social stimuli. Although various VR tasks can induce an autonomic nervous system (ANS) stress response, hypothalamic-pituitary-adrenal (HPA) axis stress responses have only been confirmed in VR for the virtual Trier social stress test (V-TSST). Understanding the impact of a wider variety of tasks on HPA-axis stress response could lead to the development of more effective stress relief measures and treatments. This study aims to clarify whether a virtual communication simulation, using a static procedure with a predetermined dialog, can evoke an HPA-axis stress response. Employing a virtual customer service system, we varied the intensity of the presented stress by changing the tone and gestures of the virtual customer. The findings confirm that HPA-axis stress responses can be elicited by such static virtual customer service training systems, and the stress responses can be adjusted by altering the avatar’s attitude. These findings suggest potential applications in research for observing human physiological responses to stress and development of stress reduction strategies, thereby affirming the effectiveness of VR in communication training.

PENGARUH MATERI, METODE DAN KOMPETENSI PENGAJAR DALAM PELATIHAN CUSTOMER SERVICE TERHADAP KINERJA SALES COUNTER DAN SALESMAN DI JARINGAN BISNIS SEPEDA MOTOR HONDA DI INDONESIA

Employees who have good performance, are directly proportional to the company's performance. There are so many ways to to improve employee performance, but one of them is through training which is expected to increase the knowledge, abilities and behavior. PT Astra Honda Motor, as a manufacturer and distributor of Honda motorcycles, also seeks to improve the capabilities of sales counters and salesman through Customer Service training. Based on observations, there are differences in performance in serving consumers between sales counters and salesman who have received training, and those who have not. Based on the results of internal data, it was found that 12% of sales counters and salesman had substandard performance in serving consumers and had not received Customer Service training materials. The results of interviews with 10 branch heads of the Honda motorcycle network also agreed that Customer Service training is an important component in improving the skills, knowledge and attitudes of sales counters and salesman. Based on observations, data and interviews, this study aims to determine and analyze the effect of the materials, methods and competencies of the Customer Service training instructor on the performance of sales counters and salesman. As a result, the materials, methods and competencies of the Customer Service training instructor have a significant positive effect on performance, either partially or simultaneously

Customer Service Training for Al-Hadi Vocational High School Students in the Framework of Improving Maqashid Syariah-based Competence

Maqāid al-Syar’ah needed a restoration that can be done by fixing thoughts that are increasing. In achieving the vision of Al-Hadi Vocational School, it is necessary to increase the competence of students majoring in Islamic banking with customer service occupations. Based on the results of discussions with the Al-Hadi Vocational School, the identification of the problems that currently arise is that there are no special subjects in Customer Service, so there needs to be an interesting learning strategy for students; the absorption capacity of graduates of SMK Al-Hadi students is still limited. The purpose of this study was to conduct training for students of SMK Al-Hadi to help improve Maqashid Sharia-based competencies in students. The activity that will be carried out is the transformation of knowledge in the form of training. The training participants will be given a debriefing related to CSR that is adapted to the Maqhasid Syariah. The use of innovation indicators in the CSR KSPPS are competency tests, product innovations, processes, positions, and paradigms that will facilitate the training and mentoring process. The results of this training are providing training on the orientation/introduction of Sharia contracts for financing and financing transactions following Maqashid Syari’ah; providing training or orientation about cooperatives and providing training on how to deal with funding and financing customers. The customer service training provided is also in the form of basic operational concepts of KSPPS financial institutions based on Maqashid Syariah and the basic concepts of the customer service process at KSPPS Financial Institutions.
 Keywords: competency, Maqashid Sharia, student

Customer care in selected academic libraries in Ghana

This article reflects on a study done on the state of customer care in five selected academic libraries in Ghana. The study examined the prevailing customer care programmes – the policies, structures, practices, and the effects of customer care on the use of library products and services. Based on a pragmatic assumption, the researchers adopted a mixed-method research approach and a survey design with a sample of 3153 respondents which comprised three strata: students, faculty and library staff from the five selected academic libraries in Ghana. Data was largely collected with questionnaires and interviews were used to gather information from university librarians/heads of customer service. A document review instrument was used to confirm information provided by the respondents. The findings revealed that all five academic libraries had some form of customer care programmes. The article also established that customer care programmes contributed greatly to the improvement of skills, knowledge, experiences, and service performance of the academic library staff, which influenced the patronage of library products and services. However, the researchers identified inadequate financial resources, lack of written customer care policies, shortfalls in the customer care practices and training programmes as some of the challenges facing the implementation of customer care initiatives in academic libraries in Ghana. The article recommends developing written customer service policies and programmes specific to the provision of excellent customer services in academic libraries, adequate funding for regular customer service training of library staff and effective application of modern technology to enhance customer care in academic libraries.

Service Improvement through Customer Service Training at the Luhur Medika Center Primary Clinic

Luhur Medika Center (LMC) Primary Clinic is a company engaged in the pharmaceutical and health sector that provides primary and specialist medical health services. As a primary clinic, LMC needs to provide quality essential medical services, be easily accessible and provide services at affordable prices. However, several obstacles are experienced by the clinic, especially regarding services. Among them are consumer complaints regarding the length of waiting time, lack of serving staff, and uninformative customer service. With competent customer service, service can be improved by reducing patient waiting time and patient scheduling, so patients do not need to be crowded in the waiting room. One way is through customer service training. The customer service training program was chosen to train frontline employees with basic knowledge of handling consumers well and increase customer satisfaction. The training methods used in this activity are the preparation and implementation stages, program evaluation, and reporting. The results show that the program has been achieved, marked by an increase in participants' understanding and knowledge so that the results can be applied and utilized by participants and the LMC clinic as a partner of this training program.

The Impact Of College Students’ Perceptions Of Campus Customer Service Quality Levels On Student Motivation And Persistence

The purpose of this study was to gain an in-depth understanding of college students’ perceptions of campus customer service quality levels and to ascertain whether college students’ motivation and persistence were impacted by their perceptions of campus customer service quality levels. Motivation was defined as self-reported feelings of enthusiasm, drive, ambition, and enjoyment during and after campus customer service experiences. Persistence was defined as students’ willingness to remain at the institution until graduation. The conceptual framework for this study was The Gap Model of Service Quality detailing five major satisfaction gaps: Knowledge Gap, Policy Gap, Delivery Gap, Communication Gap, and Customer Gap. The population of this study were college students from two selected institutions of higher learning. Using a qualitative design, the results from the study showed that perceptions regarding the quality of customer service negatively affected student motivation levels but did not impact their persistence to graduation. Although students were not satisfied with the quality of customer service on campus, they chose to “tough it out” rather than risk losing credits by transferring to another institution. The study recommended the implementation of mandatory quality improvement measures such as quarterly customer service training for employees as well as increased attention to orientating students to the policies, procedures and protocols of their campus during new student orientation sessions.

Service Recovery Performance of Frontline Officer in the Public Sector Organization in Jordan

This study considers that management practices have the ability to turn dissatisfied customers to loyal customers through effective service recovery encounter. This study investigates the potential impact of selected management practices on service recovery performance and its outcomes of front-line officers by adapting Boshoff and Allen, (2000) research model. There were front line officers who involve with electronic government were analyzed about their perceptions about public sector organisation management practices. Quantitative approach using multivariate data analysis such as descriptive analysis, reliability analysis and multiple regressions were used to estimate the predictors and its consequences of service recovery performance in the public sector organization (PSO) in Jordan. Results shows that ‘affective organizational commitment’ exert a strong positive relationship compared with customer service training, empowerment and supervisor support. The variable role ambiguity shows a weak non-significant relationship as opposed to the proposed effect. Results also suggest that successful service recovery performance leads to increased job satisfaction and decreased turnover intentions. This study could be generalized as a main guideline for public sector organization in Jordan. Practically, the findings indicate the organizational behavior variables that the manager has to take care to achieve front line service recovery excellence.

Predictors of VA Primary Care Clerical Staff Burnout Using the Job Demands-Resources Model.

Primary care clerical staff may experience burnout if not adequately prepared and supported for patient-facing customer service tasks. Guided by the Job Demands-Resources (JD-R) model, we use national survey data from 707 primary care clerks at 349 VA clinics (2018; response rate: 12%) to evaluate associations between clerks' perceptions of tasks, work environment, training, and burnout. We found challenges with customer-facing tasks contribute to higher burnout, and supportive work environment was associated with lower burnout. Although perceptions of training were not associated with burnout, our results combined with the JD-R model suggest that customer service training may protect against burnout.

A Qualitative Exploration of a Customer Service Training Program Promoting Awareness and Education of Communication Disability

A Qualitative Exploration of a Customer Service Training Program Promoting Awareness and Education of Communication Disability

Scenario-Based Customer Service Training System With Conversational Customer Actors

接客業におけるクレーム応対では，顧客のニーズや欲求を考慮しながら問題を解決する必要があるため，難易度の高いクレーム応対スキルが必要とされる．実業務以外のクレーム応対スキルを学習する方法として，マニュアルを読む学習方法と，専門家による業務研修に参加する方法がある．マニュアル学習は，暗記による手続き的な知識は習得できるが，クレーム応対への心理的抵抗を緩和させることは難しい．本稿ではVR空間で対話型の顧客アクターによるクレーム応対場面の再現により，実業務に近い環境下でクレーム応対スキルが訓練できるシステムを提案する．VRでクレーム応対場面をシミュレートすることにより，マニュアル学習だけでは困難な顧客が抱える問題やニーズを理解するスキルを訓練する．マニュアルのみを利用した学習と，本システムとマニュアルを併用した学習の比較実験を大学生20名で行った結果，共感や敬語などの接客スキルの訓練効果やクレーム応対への心理的抵抗感の減少を示した．

How Happy are They? Assessing Patron Satisfaction in Reference Delivery through a Continuous, Brief Survey

ABSTRACT Measuring the quality of service delivery in an academic library presents challenges, particularly in relation to reference training and supervision. In early 2020, the Harold B. Lee Library at Brigham Young University implemented a short, three-question survey to monitor patron satisfaction in two areas of the library, the Religion and Family History and the Social Science help desks. This survey revealed patrons reflect positively on the delivery of services in these areas. Trainings related to the mission of the organization, empathy, journey mapping, experience planning, and RUSA guidelines were given to the student employees and volunteers staffing the areas. There was not a measurable improvement in service delivery in the short term as a result of the customer service training implemented during the 6-week survey span, but the trainings were still deemed valuable and important. This survey model was successful in providing instantaneous feedback, measuring a baseline of customer satisfaction in our areas, showing trends in service quality, and providing qualitative data from patrons.

The Unrecognized Role of VA Call Center and Primary Care Clerical Staff in Assisting Patients with Obtaining Needed Care

BackgroundVA clerks, or medical support assistants (MSAs), are a critical part of patients’ primary care (PC) experiences and are often the first points of contact between Veterans and the healthcare system. Despite the important role they might play in assisting Veterans with accessing care, research is lacking on the specific tasks they perform and what training and preparation they receive to perform their roles.ObjectiveOur primary aim in this study was to document MSA perceptions of their roles, the tasks they undertake helping Veterans with accessing healthcare, and additional training they may need to optimally perform their role.DesignThematic analysis of semi-structured qualitative interviews with VA call center and PC MSAs (n=29) collected as part of in-person site visits from August to October 2019.ParticipantsMSAs at administrative call centers and primary care clinics in one large VA regional network representing 8 healthcare systems serving nearly 1.5 million Veterans.Key ResultsWe identified three key findings from the interviews: (1) MSAs perform tasks in addition to scheduling that help Veterans obtain needed care; (2) MSAs may not be fully prepared for their roles as first points of contact; and (3) low status and lack of recognition of the important and complex tasks performed by MSAs contribute to high turnover.ConclusionsAs healthcare systems continue expanding virtual access, the roles of administrative call center and PC MSAs as first points of contact will be increasingly important for shaping patient experiences. Our research suggests that MSAs may need better training and preparation for the roles they perform assisting Veterans with accessing care, coupled with an intentional approach by healthcare systems to address MSAs’ concerns about recognition/compensation. Future research should explore the potential for enhanced MSA customer service training to improve the Veteran patient experience.