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VOL. 11, ISSUE 2 (2025)
Customer service training and its impact on employee performance in E-commerce industry
Authors
P Haritha
Abstract
Employee training and development are essential for every sector and
online retail. The customer service training is a crucial aspect in improving
the employee’s productivity and efficiency, skills and knowledge and retention
of customer for long period. The present study is focused on the measurement of
impact of customer service training programmes on the employees performance in
Hyderabad city with sample size of 125 selected through convenient sampling
technique. The study found that, customer service training has strong impact on
knowledge, skills and overall productivity, moderate significance on structure,
customer understanding, and timelines and low significance on workload
management effectiveness and no significance on real time scenarios and
customer retention ability. The study used five point likert scale, frequency
tables, chi-square and percentage.
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Pages:32-35
How to cite this article:
P Haritha "Customer service training and its impact on employee performance in E-commerce industry". International Journal of Commerce and Management Research, Vol 11, Issue 2, 2025, Pages 32-35
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