customer service training Archives

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

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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.

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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

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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

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Tooty Inc. Offers Skills Based Program to Improve Customer Care

30 September 2024

Tooty Inc. offers a time-tested solution to reduce costly mistakes, improve customer care, and establish higher service standards.

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10 May 2023

What’s the Difference Between Training and Coaching?

Most employees receive some type of training to perform their job duties, but a large number of employees never experience coaching. What is the difference between training and coaching?

Training is process and procedure driven. Training is specific to the job function; it is about how to do something. We train people in how to use computer systems, complete paperwork, close a sale and answer the phone. However, coaching is focused on helping individuals grow in their skills and knowledge in order to reach their full potential. Coaching

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Making Waves in Customer Service

29 October 2021

It is such an honor for us here at Tooty to interact with and listen to so many amazing customer service representatives each month. Whether we are making old fashioned secret shopper calls or evaluating recorded customer calls for our clients, we find some amazing experts who also love interacting with their customers.

Those who are bi-lingual representatives and switch from one language to another throughout their day are exceptional and I had the opportunity to showcase one of the best bi-lingual representatives in Canada during a recent presentation to sales and marketing students at Chicago-based

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Customer Feedback

25 June 2021

Can I share that we just LOVE the one-on-one coaching sessions we have with our customers’ representatives?! Whether it is someone who is brand new to the company or organization, someone being trained as a back-up person to customer service, or someone who is struggling and needs extra help, we strive to uplift and encourage each person while we teach and train.

Feedback from the field

T. Adams, Customer Support, New Orleans

Good day, leaders! I hope that you are having a wonderful day. I just wanted to share my last call with you. Our customer requested to cancel services due to pricing. I followed the Tooty Script and asked if she would share the quote with me and voila here it is! Thanks for excellent training. Our sales team is now equipped with valuable information to overcome any objections and continue servicing this customer.

N. Ritter Customer Service, Tennessee

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Develop Your Inner Detective

28 May 2021

Customer service is often measured by the niceness factor of the person talking with the customer. However, how good we are at solving problems really has more weight. A good detective listens and writes down verbal clues, makes note of the subject’s demeanor and directs the conversation. The first 15 seconds of a call is full of clues you can use to sell service and solve customer issues. How much attention are you giving to the first 15 seconds of your conversations?

Before your customers call, they have decided what they will say to you when you answer. They have ironed out how they

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Attitude and Voice

28 September 2020

How many words does it take for you to determine if the customer on the other end of the line is in a bad mood? One? Maybe two? How many words do you need to speak before your customer decides that you will be happy to help, interested or that you don’t care? The way you interact over the phone sets the stage for what happens next. You can close a deal, be a hero or lose a customer.

The concept of associating a face to a phone voice is what Tooty calls Telepicting® and the way a customer pictures your representatives matters.

Customer service and sales representatives are critiqued

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