HR Definitions

HRworkbench provides access to a truly blended learning customer service training program, Quality Customer Relationships"

People learn over time. Our customer service training program is a robust program that recognises this fact and actually changes behaviour in the workplace.

This program is a competency based, online training program that includes:

• Computer facilitated learning (CFL) modules: to exchange information and test knowledge retention
• Discussion groups: to engage people in debate about applying the learning to actual workplace situations
• Face-to-face training: to practice skills
• Assignments: to help participants analyse issues in the workplace and report on how they relate to program material
• Project work: to give each person an opportunity to anchor their experience to those in other organisations

Coupled with the 360 degree profiling Product, Benchmarking Customer Service Competence as a pre and post program assessment, the complete package measures the change in customer service delivery standards achieved through the learning program.

Quality Customer Relationships" provides the most comprehensive development tool that will deliver sustainable gains in productivity.

Quality Customer Relationships can be used as part of an in-house training and development project, or it can be used by consultants as either a program sold to their clients or as a public program.

The program uses a facilitator to conduct the face-to-face components and to mark exercises and projects.

Quality Customer Relationships was first launched in 1996 by Impact Learning Pty Ltd. That year it won a High Distinction in the Australian Institute of Training and Development Training Design Awards.

In awarding the top prize the judges said that this program was the "exemplar for the Industry".

Development of the product since that date has kept the process ahead of the competition in terms of changes in workplace behaviour.

360-degree Profiling
Customer Service
Staff Training/Staff Development