What is the real value of service education?

Richard Whiteley’s blog post - ‘Six reasons why ‘customer centricity’ initiatives fail’ – highlights how often initiatives fail due to inadequate education. He wrote: “While mindset matters, great service needs great skillsets too… Proper training is required” This stirred up memories of my early experiences working in a retail company. Most new frontline staff joined the company with a very positive mindset and uplifting attitude - but as they regularly encountered situations they were not prepared for, their enthusiasm started fading.