In the ideal world, it would be great to have someone available to cover every operation an organization pursues - even while the service folks are receiving training to further their skills. In the real world, this is not possible when people in a streamlined organization are way from their position to participate in training - which leads to improved service skills. Given the alternative to skills training is having no such training; I certainly prefer having telephone calls, etc. unanswered for several hours than to have workers who do not fully perceive the importance of how their telephone persona is perceived by their customers. I'm certain the needed attention could be provided for any member who calls in with a critical issue if this had been necessary. In net: We need to go for the training so we can achieve improved long-term service and customer satisfaction. To cheat ourselves by going for short-term expediency was largely the reason many corporations folded under. Jim Weaver, K8JE Director, Great Lakes Division ARRL; http://www.arrl.org/ 5065 Bethany Rd., Mason, OH 45040 Tel.: 513-459-0142; E-mail: k8je@arrl.org ARRL: The reason Amateur Radio Is! MEMBERS: The reason ARRL Is! -----Original Message----- From: Joel Harrison [mailto:w5zn@arrl.org] Sent: Thursday, April 14, 2005 10:17 AM To: arrl-odv Subject: [arrl-odv:12104] Re: Sensitivity Training In my business circles, there is a big difference between "sensitivity training" and "Customer Service Training". Customer Training is what we provide our employees so they can be better prepared to respond to our clients (members in this case) requirements in a more efficient and productive manner, like we did in this case after the A&F strongly recommended it. Sensitivity training is what we send managers to so they can sit around the camp fire, holding hands and singing Cum-Ba-Ya in order to change whatever it is they were doing wrong so they never, ever have to sit around a camp fire again!! 73 Joel W5ZN -----Original Message----- From: Shelley, Barry, N1VXY [mailto:bshelley@arrl.org] Sent: Thursday, April 14, 2005 7:54 AM To: arrl-odv Subject: [arrl-odv:12102] Re: Sensitivity Training To answer Frank's specific question, the outside consultant (trainer) cost $5,500 which was discussed with the A&F Committee in January as this project was the result of a strong recommendation from that committee. I would add that Harold's characterization of the two day seminar as "Customer Service Training" was much more accurate the the member's charaterization of "sensitivity training". 73, Barry, N1VXY _____ From: Kramer, Harold, WJ1B Sent: Thursday, April 14, 2005 8:24 AM To: arrl-odv Subject: [arrl-odv:12101] Re: Sensitivity Training Yes, we conducted two days of Customer Service Training on Monday and Tuesday of this week. About 14 staff members attended. Feedback from the staff members who attended has been very positive so far. This is the beginning of a longer range effort to improve our customer/member service efforts. If you need any additional info, please let me know. 73, Harold Harold Kramer, WJ1B Chief Operating Officer ARRL - The National Association for Amateur Radio 225 Main Street Newington, CT 06111 860 594 0220 www.arrl.org/ _____ From: Butler, Frank bscnet Sent: Thursday, April 14, 2005 1:07 AM To: arrl-odv Subject: [arrl-odv:12100] Sensitivity Training Last year one of the things the A&F Committee recommended to the CEO was customer service training for the HQ staff. Apparently this took place earlier this week--Monday and Tuesday--with an outside consultant conducting the training. Perhaps Tom was aware of it, but I hadn't seen any notice. I learned of it from a phone call from a member in my Division, who was trying to get some help from a staff office but couldn't, because they were all out getting sensitivity training. He was really ticked off, and wanted me to tell him how much money we were spending (wasting?) on this effort! It just goes to show, you can't ever please all the people all the time! By the way, what are we spending, Barry? 73, Frank, W4RH