College for Professional Studies
Master of Education
School of Education and Counseling
Thesis - Open Access
Number of Pages
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
© Colette Garcia
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Garcia, Colette R., "A Mentor Program to Improve Performance and Retention of Customer Service Representatives" (2009). Student Publications. 661.