Had I come out with a typical customer service presentation, I would have failed. The preparation was important. I asked the client to describe, in detail, the audience.

Every customer service training session (or keynote speech or workshop or breakout session on the topic) needs to include both the why and the how: conceptual/inspirational/cultural themes on the ...

The better the customer experience, the easier it is to compel your audience to take action. Deliver a poor experience, and you jeopardize your chances of achieving your desired outcome.