You and your team are developing your company’s strategy. Let’s imagine your primary goal is to improve customer retention. To do that, you decide, you need to dramatically improve the customers’ service experience. And to do that, you need to provide service excellence training for your employees. But you can’t do that without a trainer who can design and deliver an effective curriculum. Yet the last two trainers haven’t worked out so well so you decide to hire a search firm to find you the right trainer.