You have just finished the needs analysis and the initial development of your customer service training program and you are getting ready for implementation. The program focuses on the following competencies: 1) Product knowledge; 2) Technology (using computers, phones, etc.); 3) Laws that impact your products and business; 4) Communication (listening, speaking, writing), 4) Problem solving; and 5) Stress management. The program is customized to fit the various groups.
You are setting up your evaluation system with two primary objectives: to improve the training and to report back to executive management about six months after the program has been delivered. Based on your understanding of the various training evaluation methodologies, which ones would you use and why?