This tip was originally written after I received a phone call from a writer who was doing an article on customer contact staff training and called to ask me what I thought created long term ROI from training and what made the training "stick." Hmmm, interesting questions! What emerged as I thought about it, was a useful acronym. And whether you are using an outside trainer, or doing your training internally, or even using our Customer Care Coach® training program, in order to make training "stick," it must be PROACTIVE.

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