Gentoo homes in on technical training : Program boosts customer service at people and property business

Purpose – This paper aims to describe how not‐for‐profit registered social landlord Gentoo Sunderland trained its front‐line staff to deliver vastly improved customer service. Design/methodology/approach – Details the background to the training program for new customer‐service employees and neighborhood housing managers, how it was delivered and the results it has achieved. Findings – Reveals that the training has improved both the performance of individual employees and that of the organization as a whole. Practical implications – Emphasizes the importance of testing throughout the program, and tailoring training to the needs of individual employees. Originality/value – Shows the difference that well trained and motivated employees can make to an organization.