Gentoo homes in on technical training: Program boosts customer service at people and property business

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Human Resource Management International Digest

ISSN: 0967-0734
Incorporates: Management Development Review

Online from: 2002

Subject Area: Human Resource Management

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Document Information:
Title:	Gentoo homes in on technical training: Program boosts customer service at people and property business
Source:	Human Resource Management International Digest, Vol. 17 Iss: 1
pp:	23 - 25
Keywords:	Customer service management, Housing, Organizational performance, Training
Article type:	Case study
DOI:	10.1108/09670730910929404 (Permanent URL)
Publisher:	Emerald Group Publishing Limited
Abstract:	Purpose – This paper aims to describe how not-for-profit registered social landlord Gentoo Sunderland trained its front-line staff to deliver vastly improved customer service. Design/methodology/approach – Details the background to the training program for new customer-service employees and neighborhood housing managers, how it was delivered and the results it has achieved. Findings – Reveals that the training has improved both the performance of individual employees and that of the organization as a whole. Practical implications – Emphasizes the importance of testing throughout the program, and tailoring training to the needs of individual employees. Originality/value – Shows the difference that well trained and motivated employees can make to an organization.