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Introduction
The company that we researched is Nationwide Vision, a laser and eye center, based in Scottsdale Arizona.1 Currently the company operates 70 stores in Arizona with over 750 employees.3, 4 It offers lasik eye surgery, eye exams as well as sells contacts and eyeglasses, as a result it targets any individual with a visual impairment.2 Since the company is privately owned it does not release any financial information although current estimates have the company making between 10 and 50 million dollars in revenue in 2007. 5 We interviewed managers from two different stores at Nationwide Vision, Richard McHugh and Daniel Delgado. Mr. McHugh manages twelve employees at store 43 located at 7860 N. Oracle Road, he can be reached at (520) 797-2700. While Mr. Delgado manages another thirteen people at store 8 located at 4386 N. Oracle Road, Suite 100 and can be reached at (520) 887-2700.
Training
Nationwide Vision conducts an extensive training program. Initially employees are given a large binder to study from, a week prior to starting at a store. Then newly hired employees are placed into a two-week training program learning the Patient Service Representative (PSR) position. All employees are taught to be PSR’s since that role interacts with customers the most and is crucial in a service company such as Nationwide Vision.
Newly hired employees spend their first day shadowing an employee and taking notes. On the second day, trainees are expected to answer telephones, begin scheduling appointments, and make confirmation phone calls. If a trainee was hired for a different position other than PSR, they s ...