Improving Front-line Training Practices 2008 delivers the results of 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 2008 shares 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
