Publishing a Plan for Making the Grade

Bailor, Coreen
August 2007
CRM Magazine;Aug2007, Vol. 11 Issue 8, p42
Trade Publication
The article discusses the development of a customer service training-and-development program by RR Donnelley in partnership with AchieveGlobal. Phase one comprises four electronic learning courses, while the second phase is a two-day classroom course on communicating with customers. Phase three, on-the-job application, emphasizes the skills studied in the first two phases. Intended as a continued-learning step, phase four features several AchieveGlobal programs on customer relations.


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