Originally Posted by
MSPeconomist
If a long-time GA explains things incorrectly and sounds like she has a third-grade education, I'm not sure this can be corrected by retraining. Maybe paying for her to obtain a GED on her own time would help, but I don't know whether DL has such a program or could strongly encourage an employee to pursue a more decent basic education.
I would think a simple script to follow and some customer service remediation could likely get her up and running in little time. Perhaps such retraining in how to use the PA would be useful too.