Impact of Customer Service Training at Vodafone on their Service Performance

Flow of Presentation
Purpose Nature Objective Hypothesis Design D.C.Tool Analysis Conclusion Benefit Limitation

Purpose of Research

To study the Impact of Customer Service Training on Employees Performance

Nature of Research
The Nature of the Research deals with a Cause & Effect Relationship since the Two Variables (Training and Customer Service) are already

given in the Case and One has to find the Impact

of Customer Service Training given to Employees over Customer Service Hence the Nature of Research is Causal

Objective of Research
To study the Impact of Training at Vodafone on their Service Performance. Since the Nature of the Research is Causal & both variables are clearly defined we can convert the Objective into Hypothesis

Hypothesis
Ho: U(T1) = U(T2) at 5% L.O.C. There is no significant Difference in Customer Service Performance after the Training at 5% Level of Confidence Ha: U(T1) = U(T2) at 5% L.O.C.

There is a significant Difference in Customer Service Performance after the Training at 5% Level of Confidence

Research Design
Causal Research Variables : Customer Service Training Service Performance Quantitative Methodology Used Primary Research Population : Vodafone Customers Vodafone Customer (SET1) in Mumbai Vodafone Customer (SET2) in Mumbai Secondary Research : Increase / Decrease in Vodafone Customer in Mumbai by company statistics

Data Analysis
Since Data derived from the Questionnaire primarily consists of Numerical Data, the Hypothesis used here is Paired Sample T-Test

Conclusion
Service Performance has been improved Survey Claims Set2 Vodafone Customers have Positively Responded to the Survey Secondary Research Claims Vodafone Customers has increased in the (last month or quarter) in Mumbai Metropolitan Region Company Should Continue to Invest similarly in Training Programs for better Results in future

Benefits Of Research
Customer Loyalty : Vodafone Proves to be a Trusted Brand in Mumbai Better Customer Service : Consumer Needs were understood & Shortcomings were noticed in the services provided

Thank you