How does your company learn about new ideas and who decides which idea to pursue?

On average what is the cost of a one-day Customer Service/Service Quality training session in your country?

In evaluating your most recent customer service experience, was the quality of service you received:

Owner/managers are often more concerned with making money than making improvements (ie training). Staff can be more concerned with earning their pay than how the company performs. What is the solution to such a situations?