How to Get Your Customers Swearing by You, Not at You: Telephone Doctor's Guide to Customer Service Training

Testing:What Do They Know?What Did They Learn?

Testing is one of the ways to evaluate training success. Some facilitators always test, while others never test. There is no specific “right” way.

Pretests can be done at the beginning of the class. You may even want to distribute them before the class as a teaser of what’s coming.

Inventorying skills prior to training will allow you to assess the level of improvement after the training is complete. During your customer service training, testing will provide feedback on the progress of the attendees, or lack of it, so that any training problems can be identified before the lessons move on and the point is lost.

Separate evaluations can be given for each major topic in the course lessons. This will ...