You are the new supervisor of a customer service unit. The unit (approximate size varies from 30 - 50 staff) is responsible for updating customer accounts, handling complaints, and providing information to customers regarding their accounts on the phone. This is a new unit led by Jim, and the unit has been especially created to handle large volumes of customer calls more efficiently over 2 shifts. The new unit has the latest and the most upgraded equipment. The employees in this unit require good email and telephone etiquette, but currently some employees follow their own style and sometimes they fail to follow the basic rules that have been determined for organizational protocol. Training usually covers technical issues, customer inquiry handling and telephone and email etiquette