Micah Solomon , CONTRIBUTOR

A costly and common mistake is to think of customer service training as essentially “trade school” or “tactical training.” The trade skill, technical, and transactional aspects of customer service—how to enter notes in the CRM, how to handle a credit card return, and so forth—are important, but they aren’t where customer service training should be focused if it’s at the detriment of the deeper, more philosophical part of service mastery.

http://www.forbes.com/sites/micahsolomon/2018/02/01/heres-what-effective-customer-service-training-isnt-and-heres-what-it-should-be/?ss=sales-leadership#36e2248728fd