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GUIDESTAR RESEARCH WHITE PAPER
GUIDESTAR RESEARCH -
WHITE PAPER - DECEMBER 2005 6
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Easy to get information on the phone
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Poor customer phone support
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People who answer the phone have clear, easy to hear voices
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It takes a long time to reach the right person on the phone
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You are often put on hold for a long time
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Telephone support personnel who do not seem to have time for you
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Attention to detail
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Helpfulness
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Available support offerings fit your needs
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Phone support quality overall
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Ease of gaining access to support
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Time to reach technical personnel
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Effectiveness of answers/workarounds
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Access to technical support
Some Dimensions and Factors of Training Courses -
Training Manager Satisfaction
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Overall rating of the course(s)
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Courses taken personally
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Courses taken by people I supervise
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Reasons you decided to attend a course
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Reasons you decided not to attend a course
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Reasons you decided not to send people to a course(s)
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Appropriate course offering to meet their needs
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Effectiveness of the training courses in improving employee performance
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Effectiveness of the training courses in developing employee growth
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Do test scores influence status of employees - (pay, promotion, etc.)
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Rate the quality of the learning materials (individual media)
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Length of courses
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Amount of classroom time
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Amount of hands-on time
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Training facility