Do your employees deliver consistent, exceptional customer service? Unfortunately, in some organizations, far too many continue to fall short of their potential – even with significant training and coaching. Based on extensive research, Jeff Toister reveals five of the hidden, unusual, and even counterintuitive causes of poor customer service. Through a series of experiential activities, you will examine each obstacle in a way that’s both fun and revealing. More importantly, you’ll learn to create solutions for overcoming these challenges in your organization.