Companies often desire to provide basic customer service training for their team(s). Our group is often asked to provide a “Customer Service 101” training session that teaches employees some basic customer service phone skills, and we do provide that type of training. We have, however, always believed that training alone, without any kind of assessment or accountability, will have limited impact. A recent experience with one client allowed us to quantify this reality with data. Please click on the link below to download our white paper.