Is training the problem?

  **Key Highlights:** 1. **Introduction:**    - Bob enjoys the banter with Amas about customer service challenges. 2. **Sister's Experience:**    - Amas shares a story from his sister about difficulties in returning items, highlighting widespread customer service frustrations.    - Discussion shifts to training as a core issue in service quality. 3. **The Training Debate:**    - Bob emphasizes that training isn't just a simple problem; it encompasses various methods (classroom, online, interactive).    - The importance of hiring effective trainers with strong facilitation skills is noted. 4. **Expectations vs. Reality:**    - Unrealistic expectations on agents' knowledge vs. what's feasible in training are discussed.    - Example from Bob's experience with product training illustrates gaps in knowledge expectations. 5. **Realistic Training Goals:**    - Focus should shift from rote memorization to understanding concepts and finding information.    - The need for open-book assessments and emphasis on problem-solving skills. 6. **Importance of Context:**    - Understanding the "why" behind questions is crucial for effective customer interaction.    - Agents should connect with customers rather than just provide scripted answers. 7. **AI's Role:**    - AI can aid in information retrieval but cannot replace the need for agents to engage with customers on a deeper level. 8. **Living Training:**    - The best training comes from real-life experiences, not just theoretical knowledge.    - Importance of "nesting" (support after training) for new agents to apply what they've learned. 9. **Closing Thoughts:**    - Bob quotes Ben Franklin: "Tell me and I forget. Teach me and I remember. Involve me and I learn."    - Both hosts encourage listeners to consider how to improve training practices. 10. **Live Podcast Announcement:**     - Bob and Amas will be at the ICMI show in Orlando from October 21-25.     - Listeners are invited to join, engage, and share their thoughts during live recordings. ---  

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