It is most often the case. Front liners are sent to customer service training hoping that they’ll get better at serving customers. Most of what they learn is how to be nice because they can do very little about the snags that negatively affect customer experience. Application of learning is often short-lived too, because there…
I’m writing another article on this topic because I feel that I didn’t do enough analysis on the impact of the elements beneath the surface of the Competency Iceberg Model that affect what appears on the surface in my last article. This topic is important to me as a learning and development professional and as…
