Blog - Tooty Inc

Training Gen Z- The Frazzled Digital Generation

28 April 2026

If Gen Z is the “frazzled digital generation” with only partial attention, how can we be sure they’re truly hearing and understanding your customers?

There’s growing discussion about Gen Z’s supposedly shortened attention spans—often cited as 8 seconds or less—driven by TikTok, constant notifications, and digital multitasking. Some leaders are now redesigning training, meetings, and instructions into bite-sized, fragmented formats to match this reality.

But here’s the uncomfortable question every leader should ask:

If team members are only catching bits and

Read More and Comment

You’re Never Too Young to Role-Play: Why Gen Z Actually Benefits When It’s Done Right

1 April 2026

Is role-playing too cringy for Gen Z?

Many say yes — especially traditional “perform in front of the group” style. But after decades of facilitating sessions, I believe the real issue isn’t role-playing itself. It’s how it’s done.

Early in my career, I created a public workshop on non-verbal communication. A seasoned professional told me I was “the worst speaker he had ever heard” and suggested I hire my replacement in my own show! He offered zero feedback and no chance to practice.

That harsh criticism could have ended my speaking journey. Instead, it fueled me.

Read More and Comment

Unlocking Promise, Potential, and Purpose Through Effective and Personalized Coaching

10 February 2026

Great leaders don’t just want better performance — they want to help their people unlock something deeper: their inherent promise (the spark of talent), potential (untapped capacity), and purpose (meaningful direction that improves lives).

The most effective way to do this? A powerful combination of training and personalized coaching. But too many organizations treat them as interchangeable — missing out on real transformation. Here’s the clear difference, and why both are essential for human-centered growth.

What Training Does — Building the Foundation- Training

Read More and Comment

In 2026, the smartest strategy isn’t more tech—it’s better conversations.

21 January 2026

We’ve all seen it: brilliant teams stalled by miscommunication, customer complaints spiking from tone-deaf responses, or internal friction turning small issues into big drama.

The root cause? Most often not lack of knowledge… but how we deliver it.

That’s why Tooty Inc. created WAVE — a focused, hands-on- training that equips your people to master the art of real human connection in every interaction:

Wording Choice → Precise, positive language that builds trust instead of defensiveness Attitudes Projected → Warm, confident energy that makes

Read More and Comment

Technology Can’t Replace the Human Touch

8 January 2026

Ever been stuck in an endless chatbot loop, typing “agent” 10 times trying to speak to a real person?
Customer service is being dehumanized- and it’s frustrating customers and burning out teams.
Don’t get me wrong: AI and tech are amazing for handling simple, repetitive queries quickly and at scale.
But technology can’t replace the human touch. Empathy, active listening, creative problem-solving- that turn frustrated customers into loyal ones.
Recent surveys back this up:
· 93% of consumers prefer

Read More and Comment

Ever made a decision that felt right… only to watch customers quietly cancel?

10 November 2025

Example:
Customers complain about long hold times → calls go to voicemail → reps can’t help beyond the screen.
You think: “Just a few unhappy ones.”
Then: Cancellations spike. New leads dry up.

That’s **tunnel vision**—a small perspective costing you revenue.

**Fix it:**
🔍 **Zoom out** — see the full customer & employee experience.
🔗 Map the ripple effects before they hit your bottom line.

> *“There is a way that seems right… but its end is the way to death.”*
> — Proverbs 14:12

**Want to spot hidden frustrations *before* they hurt?**
👉 We help

Read More and Comment

Customer Feedback

2 October 2025

October 1, 2025

Thank you so much, Lori, again. I can speak for both Omar and I when I say that it was an absolute pleasure to work with you and we are both glad to have had you on our team for the duration of this program. Your team got up to speed so quickly and your adjustments and expertise kept this program moving forward. The City now has an excellent look at the Call Center’s strengths and weaknesses – a much, much better look than we had before the program. This is due in no small part to the work you and your team did. Thank you for working with us.

David

City of San JoséEnvironmental

Read More and Comment

Skills Base Program Improves Your Team and Customer Care

20 May 2025

Tooty Inc. has a solution to reduce costly mistakes, improve customer care, and establish higher service standards.

Lori Miller, President of Tooty Inc., stated, “Customers want to be served by representatives who are more than friendly personalities. They want to be helped by someone who knows how to assess their needs, provide accurate information and appropriate solutions in a timely manner. That level of service does not come about through a motivational customer service training program. It requires accurate assessment of customer service representatives’ skills

Read More and Comment

The Secret for Getting Usable Customer Information: Implement a Secret Shopper/Call Monitoring Program

24 April 2025

Many people consider polling or customer surveys to be corrupted or useless. There are 3 good reasons for this. First, we understand that questions and answers can be manipulated to get the responses the organization wants to see in order to push out data in a marketing campaign. Second, those who participate in a survey have biases: for or against something. In customer satisfaction surveys, for example, some admit they would never give anyone a perfect score: even if the representative’s performance was flawless. Third, others do an evaluation based on

Read More and Comment

2025 Weather Issues Challenge Customer Service

31 December 2024

They are predicting a major storm as 2025 starts and even though environmental services organizations have been through storms before, customers aren’t very understanding when it comes to delays in picking up their garbage. Often-times the only tool the customer service teams have at their disposal is to wait for updates on routes from the operations team and to hesitantly suggest recovery will be attempted “hopefully tomorrow”. You should be better prepared. You can be better prepared. Your team can surprise your customers with their great attitudes and

Read More and Comment

Categories