There’s a well-known quote by Henry Ford that goes like this, “If I had asked people what they wanted, they would have said faster horses.” It’s fair to note that some don’t believe he actually said that, but let’s go with it.

You’re ready to send your team to customer service training. The big question is whether your team is ready. Chances are, they’re not.

Are you listening to your customers? Do you understand what they’re trying to achieve? Are you using what you learn to actually design a better experience for them?

Think about the things that you’re doing to transform your organization and your customer experience. Are you doing busywork, or are you doing real work?