TY  - JOUR
AB  - 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.
VL  - 35
IS  - 6
SN  - 0019-7858
DO  - 10.1108/00197850310493947
UR  - https://doi.org/10.1108/00197850310493947
AU  - Prager Howard
PY  - 2003
Y1  - 2003/01/01
TI  - Gaining a competitive advantage through customer service training
T2  - Industrial and Commercial Training
PB  - MCB UP Ltd
SP  - 259
EP  - 262
Y2  - 2024/04/24
ER  -