This report examines the implementation of an adult learning program within Red Telecom, a telecommunications company facing challenges due to global expansion and restructuring of its customer service operations. The report highlights the importance of this program in addressing cultural diversity, technical training, and the relocation of technical teams. It explores the role of the program in mitigating customer dissatisfaction arising from language barriers and unfamiliarity with Australian customer service practices. The report emphasizes the need for the program to foster team coordination, address employee stress, and enhance customer service performance through comprehensive performance management systems. It details the implementation of the program, including feedback mechanisms and the involvement of team leaders. The conclusion underscores the program's impact on empowering team leaders to resolve customer issues, adapt to organizational changes, and contribute to policy-making, ultimately promoting customer trust and organizational growth. The report also includes references to relevant academic sources.
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