Consider this scenario: until recently, your department was meeting most goals and metrics. Now it seems like every day there's a new red flag, quality violation, or lowered score. You've talked about the situation at every team huddle and your people appear to be doing their best. Your boss knows the effort you've made and wants to help you get back on track. There's one thing left to try, so the word goes out.

"We need another round of service training."

When experienced employees start...

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