Treinamento e desenvolvimento como fatores de contribuição aos processos de atendimento ao cliente

Abstract

This monograph deals with Training and Development, presenting some techniques necessary for the continuous development of sales teams, addressing both the individual and collective scope. The main focus is on training for sales leverage, more specifically with the case of a preparatory course for college entrance exams and public examinations. The paper proposes to elaborate a plan of training and development alongside the employees of a company of preparatory courses for public examinations and college entrance exams. Also to discuss the elements that aim to enhance human talents and to arise skills, knowledge, development, control, empathy, self-confidence, self-motivation and performance effectiveness. Employees will be prepared to assume positions in which their capabilities have the maximum possible use, these will be worked on individually. They will go through practical experiences instructed by a coach who has good instructional preparation. This process will bring learning, motivation and interpersonal relationships. The imposed goals will be realistic according to each area, the trainee will be evaluated and will have feedback in order to avoid regressions, and if necessary will be applied reinforcements. The proposed training will be designed specifically for each area, within a favorable and to the most comfortable possible atmosphere, respecting individual differences.