Verified answer

There is an old management saying -- "Fish stink first at the head".

Basically the employees do what they perceive management wants done. If they think management is just saying something and doesn't believe in it the employees tend to do a bad job in that area.

Based on that the best approach is to train the managers first. Convince them that the goal is important and show them how they can improve their own operations (in the eyes of their managers) by meeting the goals and they will see to it that the employees get trained rapidly and conform to the new policies and procedures.

Hope this helps

Jerry-the-bookkeeper

the execs should not need "trained", but need to understand the importance of creating and promoting a corp culture that highly values customer service.

Then, train the front line folks.

if the culture does not support excellent cust service-expect, recognize and reward it, the front line won't be incented to provide it.

it's a two waty street. but the content of the "training" is very very different.