... positively to this information. The ticket was something the customer service agent had specifically been told by management not to offer to sell him. She was supposed to be pushing customers toward the online portal. “We need to train them,” her manager explained at the morning meeting, “to this new...

... of the various elements and forces involved in the EI context of retail banking customer service; and the culmination of the research in the form of the proposed framework that incorporates and interrelates the findings into an empirical, data-based composition of also executive orientation and worth...