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<i>Dear Workforce</i> I Just Trained 32 Customer-Service Reps. How Do I Demonstrate the Return on Investment?

May 6, 2005
Related Topics: Basic Skills Training, Behavioral Training, Dear Workforce
I had to train 32 retail employees on customer-service excellence. The snag came when I was unable to convincingly demonstrate the return on investment to a panel of experts hired by my company to evaluate the project. I based the added value of the project on intangibles, which I was told is insufficient. How do I calculate return on investment for the whole project? Where do I start? I need some pointers because this project has become an albatross around my neck.
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