Gentoo homes in on technical training: Program boosts customer service at people and property business Available to Purchase

This paper aims to describe how not‐for‐profit registered social landlord Gentoo Sunderland trained its front‐line staff to deliver vastly improved customer service.

Details the background to the training program for new customer‐service employees and neighborhood housing managers, how it was delivered and the results it has achieved.

Reveals that the training has improved both the performance of individual employees and that of the organization as a whole.

Emphasizes the importance of testing throughout the program, and tailoring training to the needs of individual employees.

Shows the difference that well trained and motivated employees can make to an organization.