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