First Advisor
Upton, Gary
College
College for Professional Studies
Degree Name
Master of Education
School
School of Education and Counseling
Document Type
Thesis - Open Access
Number of Pages
120 pgs.
Abstract
The purpose of this project was to add an additional tool to supplement classroom training for customer service representatives (CSRs) at a large insurance company. Research has shown that customer service survey results are negatively impacted by a lack of knowledge and experience in CSRs. A mentor program was designed to provide new CSRs with support immediately after completion of formal training, which allows them to gain experience, knowledge and confidence in a protected environment, before joining the customer service unit.
Date of Award
Spring 2009
Location (Creation)
Colorado (state); Denver (county); Denver (inhabited place)
Copyright
© Colette Garcia
Rights Statement
All content in this Collection is owned by and subject to the exclusive control of Regis University and the authors of the materials. It is available only for research purposes and may not be used in violation of copyright laws or for unlawful purposes. The materials may not be downloaded in whole or in part without permission of the copyright holder or as otherwise authorized in the “fair use” standards of the U.S. copyright laws and regulations.
Recommended Citation
Garcia, Colette R., "A Mentor Program to Improve Performance and Retention of Customer Service Representatives" (2009). Regis University Student Publications (comprehensive collection). 661.
https://epublications.regis.edu/theses/661
Comments
Education