A Study of Telecommunication Industry’s Customer Service Representatives’ Training Education and Coaching System Importance Recognition and Demanding – an Example of C Telecommunication Firm

• Main Authors: Li,Chun-Hsien, 李俊賢
• Other Authors: 陳信憲
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/05146572868691378187

碩士 === 國立彰化師範大學 === 商業教育學系 === 100 === Customer satisfaction and loyalty are very important topics for enterprise. Customer Service Representatives (CSR) who needs to directly face to customer and solve customer’s problems are the most important communication interface between enterprise and customers. Enterprise might face multi-problems during the development of CSR. This study is to research CSR training education and coaching system implementation. The researcher uses self-made questionnaire “Telecommunication Industry’s Customer Service Representatives’ Training Education and Coaching System Importance Recognition and Demanding” as survey tool in this study. After “expert validity” and “pilot study”, the reseacher selects C Telecom Firm as the target group. The statistic method used in this study including Descriptive statistics, Independent Sample t-test, One-Way ANOVA, Correlation coefficient analysis. Main findings: C telecom firm’s CSR’ training education and coaching system importance recognition have influenced by personal background variables. Furthermore, importance recognition between training education and coaching system have a positive correlation. Above results may provide telcompany a good reference during the CSR’ training course design and coaching system implementation.