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ERIC Number: ED416553
Record Type: Non-Journal
Publication Date: 1997-Nov
Pages: 14
Abstractor: N/A
Reference Count: N/A
ISBN: N/A
ISSN: N/A
Customer Satisfaction: Communication Training and the Help-Desk Hot-Line.
Shaw, Charla L. Markham
A study examined the impact of a communication training program on the productivity ratings and end-user satisfaction ratings of User Support Professionals (USPs). Subjects, 30 USPs whose training level qualified them to respond to problem solving calls received by a large centralized Help-desk facility located in the southwestern part of the United States, were randomly assigned to the experimental group or the control group. Three measures of success were collected both pre- and post-treatment. A two-day training session (focusing on listening, altercentrism, interaction management, composure, and expressiveness) served as the basis for the treatment. Results indicated a positive impact of the training program in terms of supervisory productivity ratings, productivity merit ratings, and satisfaction of users. While these results are not likely to startle anyone in the communication discipline, those in the information systems discipline were unwilling to give the idea of an interdisciplinary study of a communication training program's effectiveness more than a "passing glance." Although communication educators and professionals realize that effective communication skills are necessary to increased productivity and satisfaction, that knowledge is not necessarily widespread. (Contains nine references and three tables of data.) (RS)
Publication Type: Reports - Research; Speeches/Meeting Papers
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A