Siemens A&D customer support increases customer satisfaction through effective training and coaching

Article Type: Abstracts From: Human Resource Management International Digest, Volume 16, Issue 4.

White S. Industrial and Commercial Training (UK), 2008, Vol. 40 No. 1, Start page: 29, No. of pages: 5Purpose - To provide an insight into a training and coaching intervention by Kepner Tregoe that provided a high satisfaction both for the internal buyer and their customers. Design/methodology/approach - A recent training and coaching intervention, plus customer satisfaction results in Siemens Automation &Drives is described. Findings - Key findings are that training when implemented within a well-designed performance system yields an impressive return on investment (ROI). Practical implications - Training on its own can have a limited effect on behavioural change. By managing and adapting the context into which training is being provided, behavioural change can be rapidly initiated and the effect of the training can be sustained over time. KT’s Resolve application demonstrates an excellent ROI. Originality/value - By describing the opportunities and results that training within a wrapper of a successful performance system design can yield, the reader can begin to create a more successful training intervention by considering and managing the context into which the freshly trained people return. ISSN: 0019-7858 Reference: 37AE137

Keywords: Customer satisfaction, Training, Coaching