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1.
The process by which training is provided en masse, in a brochure format. With key information missing for those who are on the frontline and responsible for servicing the customer.
Customer: Hi, could you assist me in generating a report from (insert any software here)? I have been trying for hours and can't get the reports to work.

Call Centre person: Sure, (reads from page 3 of the brochure), after brochure training. The same brochure the client has.

Customer: I did that but nothing happens.

Call Centre person: I am sorry, you will need to contact your IT guy to fix your computer.

Customer: @*@*@*@*@*@*@*@*!!!!!

Poor customer had an older version of Adobe Reader which was not compatible with the software.
by thisisnuts January 27, 2013