will increase. One of our major weaknesses is that the majority of our employees “felt incapable of providing exceptional customer service and had a weak understanding of RBI’s product and service line.” This is a serious problem since this perception is not only at our frontline, but also for our entire employee base, including management. This problem affects new product revenue because if our management or frontline don’t know our product line, then neither will our customers. To address this problem, RBI will implement the RBI University. The University will provide a wide range of training classes, of which, employees will be required to register for 40 hours of classes per year. Key core classes will train employees on RBI’s existing product line, new product development and effective customer service techniques. The university will be a knowledge base, which will be accessible to all employees via our intranet. In addition to the RBI University, employee incapability will be addressed by allotting our frontline with more versatility and power. Another disappointing fact is that the majority of our employees felt “lukewarm” about recommending our products and services. The cause of this problem is piggybacked to the above perception problem. Obviously, an employee will feel awkward recommending products without a wealth of product knowledge. The result of such awkward action at the frontline will cause the customer to sense incompetence and insecurity in the employee, and our products and services as well. Thus, an inappropriate situation does not foster product growth. The implementation of the RBI University will enable our employees to carry the wealth of knowledge needed for confident product recommendations. Though, in addition to this, our computer databases will be updated with demographic information that will project onto the computer screen during customer transact...
