One of the root causes of customer satisfaction problems is the skills of the people on the front line, dealing with customers. One of the techniques to ensure that customers are well served, is to ensure that there is a method to regularly check the skills of the front line staff and a training program to maintain the right mix and level of skills. The concept is called a Skills Inventory. This article covers why a skill inventory is important, what a skills inventory really is, how to do a skills inventory, and how to get started.

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