Lesson 1: The session that covered everything and changed nothing · 7 min
Before you begin · Lena, a trainer at Northwind Credit Union, has been asked to train 20 branch staff on a new product. She builds a 90-minute deck covering every feature, adds a closing quiz on small details she found in the guide, and finishes with "I hope you now understand the product". A month later, staff still send customers to the wrong team. · What went wrong?





