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

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.

Citation

(2009), "Gentoo homes in on technical training: Program boosts customer service at people and property business", Human Resource Management International Digest, Vol. 17 No. 1, pp. 23-25. https://doi.org/10.1108/09670730910929404