Customer service training that provides sustainable results needs to be customized to the uniqueness of your organization, the types of customers you serve, the channels that you deliver value in both digital and nondigital and you must develop exceptional experiences above the customers expectation at each of the five customer touch points. Customer service training programs that are generic in nature do not deliver sustainable or even meaningful results. Another tip before you began your customer experience initiative is to make sure that you have the enterprise success infrastructure in place. Bad companies that have no customer experience plans in place cannot overcome that deficiency through customer service training alone. On page 4 of the creative report I put together a shopping list of the common reasons why organizations fail at this. You can download the entire report on my website.