Defining Training and Education Customer Requirements

This report summarizes an exploratory study conducted to identify AT&T Bell Laboratories Kelly Education and Training Center (KETC) customers' expectation for service. The sample consisted of 130 recent customers and non-users of KETC courses. The interviews were modeled on the critical incident technique, i.e.,respondents were asked to describe their most satisfying and dissatisfying experiences in adult training and education, both in general and with KETC in particular.