Examines how one of Britain′s largest bingo companies, Top Rank put in place a major training programme in 90 clubs across Britain to improve customer service. Shows the process of identifying the need for training, finding a suitable programme (actually customizing an existing one) and measuring the results. Particularly stresses the growing importance of trainer training in industry – i.e. companies training their own people to become trainers. The training programme, customised to Top Rank′s needs by the Hotel and Catering Training Company, proved highly effective in achieving the desired goals. Craft Trainer Awards were given to 250 managers who were trained in the art of training their staff.
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