QuickContractors.com Inc CEO Trevor Bouchard featured in Profit Magazine article on Employee training.
Trevor Bouchard also spotted a failing in his firm’s customer service while in the trenches—or, more accurately, a consumer’s living room. On behalf of a retailer, Bouchard’s firm QuickContractors.com had hired a contractor to install a home appliance. Bouchard, president and CEO of his Cambridge, Ont.-based firm, watched as the installer called QuickContractors to get a routine extra charge okayed—only to be left languishing on hold looking apologetically at the homeowner while the call-centre agent polled her coworkers on how to handle this request. This incident spurred Bouchard to take steps to improve internal knowledge-sharing. ((See Yes, This Will Be on the Test! )
http://www.profitguide.com/manage-grow/strategy-operations/yes-this-will-be-on-the-test-49851
