PLCB Implements Employee Training Program

The Pennsylvania Liquor Control Board has been taking some heat for an employee training program that costs $173,000 and is being portrayed in some media as a sort of charm offensive involving basic courtesies. Board chairman Patrick Stapleton says the training is a lot more involved and will benefit over 3000 employees in administrative offices and more than 620 stores.

Stapleton says the contract with Solutions 21 in the West End of Pittsburgh (one of several bidders) is actually a bargain compared to what's spent in the private sector for best business practices in customer service and product education training.

It's been several years since PLCB employees have had such training, says Stapleton, and internal surveys and over 3000 customer surveys indicated that improvements might be timely in keeping sales up and revenues coming into the state. Yearly PLCB sales amount to $1.8 Billion.