View this online Hey Reader, Customer service is full of judgement calls. What does it mean to be friendly? How do you know someone is a good listener? Was that employee being helpful? Judgements are hard to train. What exactly would you tell someone to do if you wanted to show them how to be friendly when serving customers? The secret is observable behaviors. What is an observable behavior? An observable behavior is something you can actually see. For example, what would an employee actually...