Focusing learning on customer service: an example from the public sector

Focusing learning on customer service: an example from the public sector

Describes an example of a successful learning programme focused on customer satisfaction. Reports on a programme for experienced staff in the European Patent Office called ChOral (CHairing ORAL proceedings). The stages of the programme included sponsoring by a top manager to overcome initial resista...

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Bibliographic Details
Published in:The learning organization Vol. 5; no. 2; pp. 74 - 82
Main Authors: Woods, George, Lantsheer, Carlo, Clark, Richard E
Format: Journal Article
Language:English
Published: Bradford MCB UP Ltd 01-05-1998
Emerald Group Publishing Limited
Subjects:
Customer satisfaction
Customer service
Customer Services
Educational Research
Employees
Europe
Examiners
Foreign Countries
Industrial Training
Instructional Effectiveness
Intellectual Property
Interviews
Justice
Learning
Learning Activities
Learning Processes
Official Languages
Organizational behavior
Organizational Development
Organizational learning
Preferences
Public hearings
Public Sector
Studies
Task analysis
Teacher Effectiveness
Teaching Methods
Training
Vocational Education
United Kingdom > UK
Learning
Customer service
Europe
Public sector
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Summary:Describes an example of a successful learning programme focused on customer satisfaction. Reports on a programme for experienced staff in the European Patent Office called ChOral (CHairing ORAL proceedings). The stages of the programme included sponsoring by a top manager to overcome initial resistance, to support cognitive task analysis and to give "pep talks" to the learners to emphasise the customer-satisfaction goal; using a consultant to learn "active listening" and "empathy" techniques, which were then included as training content; creating representative case studies and "courtroom" role-playing exercises; self-study by the learners of the recommended procedures; and a video-based, role-playing practice and feedback system using recently trained examiners as "models", demonstrating the procedures to be learned by new trainees, with subsequent feedback commentary from respected experts.
Bibliography:ark:/67375/4W2-QCCCDJTK-9
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original-pdf:1190050202.pdf
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ISSN:0969-6474
1758-7905
DOI:10.1108/09696479810212033