Training provides a base for shared meaning, to prepare employees, and give them a foundation to look for ways to improve both themselves and their process. And support. Support that the metrics we use match the expectations we have for interacting with customers. The more perspective we can give our customer service teams the more customer centric their mindset. Jess Dewell talks with Adam Toporek, an internationally-recognized customer service expert, about customer service and what we can actually control.