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Improving Front-line Training Practices 2010
The Ascent Group, Jan 2010
Improving Front-line Training Practices 2010 will deliver the results of the Ascent Group's research on improving the training and development of front-line customer-facing employees.
Find out how companies train and develop employees to deliver superior customer service, including:
- Specialized training to deal with difficult customers or escalated situations
- Development opportunities available to front-line employees
- Use of training assessment instruments
- Reinforcing the right attitudes and skills in your training program
- Selecting supervisory or coaching candidates
Improving Front-line Training Practices 2010 will share training and development approaches, best practices, lessons learned, and improvements. In addition, detailed results and analysis from our multi-industry survey are delivered in an executive summary format, featuring industry-level comparisons and company profiles.
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