Training
Donald and Jim Kirkpatrick on the Four Levels of Effective Training
The developers of the most widely used training evaluation approach in the corporate, government and academic worlds share their insights.
July 18, 2008 / Podcast # 08-29
The Kirkpatrick four-level evaluation model focuses on four key areas: reaction, learning, behavior and results — with each successive level representing a more precise measure of the effectiveness of a training program. Listen to the Kirkpatricks as they walk through each step of the model and describe its practical application to the business environment. Read more…
Rachael Brown on Paying Employees to Quit
An unusual story in customer service training - with remarkable results.
July 11, 2008 / Podcast # 08-28
Founded in 1999, the online shoe retailer Zappos.com has been an astonishing success story, growing to nearly $1 billion in sales. Even more impressive than its sales numbers, however, are the numbers of customers who rave about Zappos’ customer service excellence. The company’s success at customer service starts with its training program. In this interview, Zappos training manager Rachael Brown tells Edgewise how the company develops its stellar customer service—and why Zappos offers new employees $1,000 to quit.
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