Development of Training Courses in Service Mind to Enhance the Service Mind of Employees Innovation Technology Co.,Ltd.

Abstract

The research aimed to develop a training course on service mind to enhance the service mind of the employees of Innovation Technology Co., Ltd. The target group was the employee of Innovation Technology Co., Ltd., total 50 technicians in the Technician Department with a job term of not more than 2 years who were willing to attend the training to develop themselves in the service work. The research tools had been created a training course on service mind for use in experiments, was based on Saylor and Alexander’s concept, the contents of the course could be divided into 4 topics, consisting of 1).Beaming, friendly talking and communicating in a friendly way, 2).Taking care of customers like relatives, 3).Committed to work with responsibility,and 4).Ready to provide services, taking into account the public interest of the organization.The tools used for data collection were 1) Cognitive assessment after training, 2) Performance evaluation form, 3) observing behavior in participating group activities, 4) Satisfaction survey with the training course,and 5) Self-survey in current conditions and expectations that should be a service mind in service operations of the employees Innovation Technology Co., Ltd. Statistics used in data analysis were Frequency, Percentage, Mean and Standard Deviation.

The study results found that 1)the study results on cognition after training of the trainees found that the average score was 8.98, which was very good and higher than the criteria. 2) The training results of the trainees with an average score of 16.82, which as good and higher than the criteria. 3) The study results of participating in group activities found that the behaviors in group activities were well practiced in all behaviors. 4)The results of the overall satisfaction of trainees were found to be at a high level, with an average score of 4.13, and 5) The self-study results of service mind in current conditions and expectations that should be a service mind in service operations found thatthe trainees provided their own mental level of service. At present, with the overviewof all items were at a high level, the average score was 3.92 and the level of expectation that should be of having overall service mind. Almost every level the average score is 4.00, except for 2 items that the trainees gave the highest level of expectations to open mind to listen to customer feedback, with an average score of 4.26 and responsibility for their duties with an average score of 4.22. The research suggested that the self-study results of service mind in current conditions and expectations that should be a service mind in service operationsto develop content in training courses, including the follow-up of self-development in service operations of trainees.