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September 2016
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TD Magazine

Assess Needs First, Train Second

The response to a training request is not as simple as yes or no

You are walking down the hall in your organization minding your own business when you run into a department manager. You greet each other and chat for a moment, and then the manager says, "You know, I'm having some trouble with my customer satisfaction measures in the call center. They seem to be in a decline. The phone representatives must not be as responsive to the customers as they should. Would you set up a telephone

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