Timothy,

This post reminds me of the day I challenged a CEO of a growing computer tech support firm (the person who signed-off on my invoices) to join me as a trainee in one of his own tech training courses. I wanted him to experience what happens in classes HE believed new recruits needed before turning them loose on customers.

We attended class as a new hire. The trainer had zero clue who we were.

Within two hours my CEO learned WHY his customer service scores were so low.

Why so low?

NO training module on basic customer relationship building skills.

My CEO believed techno geeks where perfect for the tech-support job (being a techno-geek himself).

When I gently pointed out my observation that while he was certainly a techno-geek - he ALSO has PEOPLE SKILLS. Those PEOPLE SKILLS will make our break his company LONG before the tech skills.

Outcome? I worked with his training staff to co-create some delightfully FUN customer relationship building training modules that increased his customer feedback scores within a month!