SAS teaches the art of empathy

Howells, Jan
February 2004
IT Training;Feb2004, p14
Trade Publication
Soft skills are not at the top of most company agendas when it comes to training technical support teams, but service and software company SAS maintains that its alternative approach has enabled it to build up a rapport with its customers. Nine years ago, Jackie Pope, the company's Great Britain customer support manager, took over the management of SAS's 20-strong technical support team. The team looks after technical support for more than 1,000 SAS customer sites in Great Britain and Ireland, working for household names such as British Airways, Safeway, Barclays, Royal Bank of Scotland, Norwich Union and the NHS. INSET: Profile.


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