Research shows that when funds are tight, the most effective use of training investment is on frontline workers and frontline managers. Some of the key frontline employees are customer service representatives, since they are often the go‐between for customers and the company. One large mutlinational organization achieved a competitive edge by developing a customer service representative certificate program in cooperation with a Graduate School of Management and training management organization. Results impacted both the customer and the financial bottom line. Descriptions of this multi‐day certificate program, as well as important lessons for creating successful initiatives, are highlighted.
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