Purpose – Describes an award‐winning training programme that helps newly recruited call handlers at Friends Provident's call centre, to understand and use computer and telephone systems, develop the skills to answer customers' e‐mails and handle calls confidently....

Purpose – The purpose of this paper is to describe how the customer‐service centre at Fairbairn Private Bank (FPB) was transformed by a training initiative that led to a string of awards. Design/methodology/approach – Details the origins of the training initiative, how it was delivered and...

Purpose – The paper aims to describe how London & Continental Railways resolved recruitment and training of customer‐service officers (CSOs) for the redeveloped St Pancras and new Ebbsfleet international stations within the latest phase of implementing high‐speed rail links between the UK...

Purpose – This paper aims to detail why emotional intelligence is important for all organizations. Design/methodology/approach – The paper describes how talent‐management company StepStone ExecuTrack improved the emotional intelligence of two key employees – the client‐services...