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

Abstract

Purpose

The purpose of this paper is 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 behavioral change. By managing and adapting the context into which training is being provided, behavioral 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.

Citation

White, S. (2008), "Siemens A&D customer support increases customer satisfaction through effective training and coaching", Industrial and Commercial Training, Vol. 40 No. 1, pp. 29-33. https://doi.org/10.1108/00197850810841611