Oscar Ponce, operations manager for Morgan Services, Chicago, tells a story of how extra training helped a route service representative (RSR) grow from a likely dropout to one of the best members of that plant’s customer service team.

Train to Retain

Ponce’s laundry facility on the city’s south side (see related story, pg. 24) is a four-time winner of Morgan Services’ annual award for service excellence among the company’s eight plants from Boston to Los Angeles. Often, quality RSRs take a bit longer to train, says Ponce. But the extra effort is worthwhile because it pays dividends in terms ...