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<br />. <br /> <br />. <br /> <br />. <br /> <br />Traininq Issues <br /> <br />. We are developing and plan to launch a new customer care initiative which <br />will provide and enhance training to customer care pro essionals and improve <br />their skill sets, <br /> <br />. We are hiring a Customer Liaiso to handle escalated complaints from local <br />tranchlse authorities and act as a customer advocate in all aspects of our <br />day-to-dav business <br /> <br />. We h.ave launched a customer ~ofessional trouble shooting initiative to <br />reduce instances of unnecessa~olls, <br /> <br />. We are expanding our training hours to include evening and weekend shifts. <br />This will expand our training activities and improve CCP performance. <br /> <br />Other <br /> <br />. We have revised our collection department's "final due date" and "non-pay <br />disconnect" dates to avoid high telephone volume days. These dates now <br />occur only on Tuesdays, Wednesdays and Thursdays to ensure less call <br />volume to the call center. <br /> <br />. We have escalated efforts to remove Zenith converters in the Anoka area. <br />This will help eliminate a persistent scrambling problem affecting customers in <br />that area. Eliminating this technical problem will reduce telephone calls to our <br />customer service center. <br /> <br /> <br />e have "outsourced" a number of customer tele hone calls to a third y <br />IS WI improve response time for customers callng the center. <br /> <br />