Improving Front-line Training Practices

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.

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.

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

February 2010