Review Exercises Universal Training Solutions. Kathy James was Universal training to ensure that the call center representatives (CCRs) Training Solutions' top trainer. She had delivered client pre- could provide the highest level of service in their market. sentations, held one-day open workshops on sales calls, Market research had shown that South Africans weren't and had led national rollouts for large training implemen. accustomed to good service from their banks, so this initia tations. The opportunity to lead the training for Universal's tive was seen as a good way to gain some market share. new South African client, National Bank of SA, was simply Universal's customer service training program--First too good to miss. She had met with Universal's account Class Service (FCS) had a phenomenal reputation with manager for National Bank and felt that she had a strong dozens of Fortune 500 companies and several global imple- grasp of what the client was looking for mentations to its credit. It was designed to be delivered in National Bank of SA had recently invested $10 million three days with average class sizes of 10 to 12 employees. (about 60 million rand) in upgrading its call center equip- It was a logical choice for National, which was eager to get ment, and its managers were looking for customer service the program rolling 198. Business Ethics Now