September 2009
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TD Magazine

Are They Being Served?

Wednesday, September 16, 2009

For more than 20 years, I have created workforce development programs for a wide range of clients, on three continents. Topics have ranged from the simple to the complex across industries, but I can always count on one request from every client: Improve customer service.

The practice of teaching this same course over and over is illogical. What evidence do we have that learners lack knowledge or skills when performance is substandard? Customer service training is traditionally framed around imp


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