First Advisor

Upton, Gary


College for Professional Studies

Degree Name

Master of Education


School of Education and Counseling

Document Type

Thesis - Open Access



Number of Pages

120 pgs.


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)

Denver, Colorado

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.

Included in

Education Commons