We frequently review our policies, service levels, technology, training, employee expectations, and quality of service delivery. Just when we think we’re done, we start the process all over again.
Over the past five years, we have made changes to our hiring program that help us better identify people who are best-suited to succeed at this type of work. We have continually improved our training program by soliciting feedback from our customers and the trainees themselves. We have improved the way we evaluate the quality of our service and have enhanced our operation schedule so that we have the right number of people on duty at the right time.