Most customer service training goes in one ear and out the other, not stopping long enough to register with the student.

You’ve likely had training like that and you know that what I’m saying is true.

This is particularly true for younger workers. The old ways generate immediate tuneout. They don’t want any part of it and they almost certainly won’t use it.

This drives managers up the wall because as service quality stays in the mediocre range, customers are attracted to different options and profits are endangered.

So what can you do?

You have to reach team members with “new language” that shows them how service works and how it relates to them.

Just some of what you'll learn...