Trainees must be willing to listen
Proving that customer service training is only as good as the willingness of the trainee to take the training onboard. However, it’s important for the trainer to listen to feedback and questions. We can’t assume we’ve been doing it right and continue to do it right.
Find common ground, and then share your perspective
My dad had a credo that was to “out crazy the crazy” which suited him well as he was quite good at getting himself into some weird situations. Seems like Moira leveraged this to her advantage as well.