RESEARCH PROJECT 1. Organisational Background 1 1.2 Aims & Objectives 1 1.3 Research Question 2 1.4 Importance of Staff Training and Development in Customer Service
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INTRODUCTION 1 1.1 Organisational Background 1 1.2 Aims & Objectives 1 1.3 Research Question 2 1.4 Importance of the study 2 2 Literature Review 2 2.1 Concept of staff training 2 2.2 Theories and model of staff training 2 2.3 Concept of development3 2.4 Theories and model of development4 2.5 QUALSERV Model 4 2.6 Importance of staff training and development in customer service 5 2.7 Conceptual Framework 6 3. 19 5.3 Recommendations 19 5.4 Limitation of the study 20 5.5 Further scope of the study 21 REFERENCES
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