ASSESSMENT OF CUSTOMER SERVICE OFFICERS TRAINING PRACTICES IN COMMERCIAL BANK OF ETHIOPIA

Abstract

Employee training is the most important thing in banking industry. The basic thing in banking is service delivery. Successful delivery of service can be maintained through employee training. The main purpose of this study was to assess customer service officer training practices of CBE. The research achieved the objective of the study through questionaries’ for CSO and interviews with human resource development department (HRD) of CBE. To analyze the questioner the research used descriptive analysis; frequency table, mean and mode. The descriptive analysis reveals that there is no successful training practice in CBE, some of the reasons they mentioned, there is no clear criteria in selection process, one type of training program given for each employees several times, there is no follow-up ship method, the need assessment program is not taken before the training and there is no clear evaluation system before and after the training. From the analysis the research distinguishes, there is no well-organized training practice for CSOs and the service delivery of employee is not good enough. From the result it is noted that to deliver successful service for customer of CBE; there must be effectual CSO training practice. When the training is given for employees there must be need assessment program, clear criteria of selection, effective follow-up ship method and well organized evaluation system.