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 |  | I always read books that “fall into my lap†I believe it's an obvious message sent by a higher power - or a marketing tool. Tony's book about your company was the former. I've been in the training and development business for over 25 years. My experience is with call centers, customer service, and management development. I've had positions of leadership in financial institutions, entertainment companies, and law firms. In all the years I've been teaching and writing programs, I've NEVER understood why all companies, except yours, put millions of dollars into marketing and advertising and NOTHING or little in comparison into training. I'm currently a partner at a firm in New York City and I'm STILL trying to convince our clients that training employees is the key to effective management practices and customer service but it must start at the top! When I read that your company spends more time and money on training than advertising and that you insist that ALL employees go through training I had to hear it for myself. The thought of employees in legal going through training put a smile on my face - don't they know everything already? But I digress...Today I called your call center to see for myself. All I can say is WOW! I called today, Saturday at 1:00 EST and spoke with a woman who just celebrated her 1-year anniversary. I told her that I was planning on using your website for a customer service class I teach called Creating Client Delight. In the class I conduct an exercise where I contact various call centers on speaker to demonstrate companies that are WOW (from now on I'm using yours) and companies that do it poorly (take your pick). I was NOT disappointed. Wow, Tony! I'm impressed. It sounds like you've created the kind of work environment I've been preaching for years! BRAVO! BRAVO! BRAVO!
Sincerely,
Louis S. |  | ~ Louis S., July 18 2010
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