The following is a memo from the president of Cyberell Computer Company.
"All of our customer-service employees recently attended a two-day retreat during which they received retraining in effective customer service. Subsequently, Cyberell's employee-performance study showed that the retreat benefited new employees . those who have worked with Cyberell for less than two years . far more than it did experienced employees. According to the study, after the retreat new employees were able to handle an average of ten percent more calls per hour, and the total number of customer complaints about new employees decreased, but experienced employees showed little improvement in these areas. Therefore, Cyberell should send only new employees to future retreats and should use the resulting savings to double the length of the retreats so that the retreats will be more likely to yield optimum employee performance."