Customer Service Training: The Intersection of Learning and Business Success
37m | Oct 1, 2026Customer service training is more than teaching employees how to handle customer interactions—it can directly influence customer experience and business performance. In this episode, Sara Cavallucci, Director of Customer Service, Training and Development at GS1, and Nolan Hout, Senior Vice President of Growth at Infopro Learning, explore how organizations can connect learning with customer service outcomes. The discussion covers the role of AI in supporting service teams, the importance of empathy, collaboration, problem-solving, peer learning, and psychological safety, and how onboarding can reinforce essential customer service capabilities. The episode also explores practical ways to measure training impact through customer satisfaction, service feedback, analytics, ticket trends, employee growth, and other business indicators. Discover how a strong learning strategy and supportive team culture can help customer service professionals build confidence, solve problems effectively, and deliver better customer experiences.
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