Get S.M.A.R.T

Andelman, Bob
September 2007
Financial & Insurance Meetings;Sep/Oct2007, Vol. 43 Issue 5, p19
Trade Publication
The article features the new employee training facility at Commerce Bank. Its new Commerce University training ground opened in Mount Laurel, New Jersey in 2006 and filled 46,000 seats with instructor-led classes. Rather than training, Commerce teaches S.M.A.R.T., representing the five customer-service principles that drive its corporate culture. The facility provides the actual workplace for the customer service representative because according to Rhonda S. Costello, dean of Commerce University, this environment raises their performance.


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