Stopping the Jump-to-Solution Approach
How frequently do you receive a call from a manager that sounds like this: Our customer satisfaction ratings are declining. I’d like discuss what training you can provide that will enhance our customer service skills.” The manager has a problem and is jumping to a learning solution. But is training the right solution? Or will training alone address the declining customer results?
Our goal is to avoid investing learning resources in delivery of a program that will yield little, to no, results. But how to influence the manager away from thinking that simply training is the answer? In this session Dana will introduce you to a model of how we, as learning professionals, can respond to this type of request. She will also provide some techniques for putting this model into action.
Dana Robinson, handshaw.com
A full refund will be issued if the cancellation request is made on or before fourteen calendar days before the scheduled event.
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