Research-based and field-tested sales training ideas that help you develop your team so they can prospect more effectively, close more sales, retain more customers, deliver more value and earn more money.

When training goes bad: the Comcast saga continues

When training goes bad: the Comcast saga continues

August 13, 2014 by

In an earlier post, I reported on an overeager Comcast customer-service rep’s misguided efforts to save a customer from defecting. And I wondered whether it was a case of training gone awry. I mentioned a well-established technique — the Five Whys — that we teach in our own sales-training platform, and I fretted that perhaps [...]

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