Training isn’t the answer to cultural change.
“You don’t need money for cultural change, just train them”.
Sound familiar? For your sake I hope not, anyone who has run a contact centre or managed customer facing staff knows that just telling or training them to be customer centric does not work on its own. In order for your staff to behave differently, even the most beautifully worked PowerPoint session delivered by the world’s number one trainer is not going to cut it. It will help, it will set the platform, but if you don’t take other complimentary steps it will fall in hole of your own making.