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.
Poor customer had an older version of Adobe Reader which was not compatible with the software.