Originally Posted by
Dan Buster
That sounds like something a CX Trainer would say.
From my experience, CX trainers generally know their stuff, as do most captains. However, there is a wide range in terms of actual skill training the various pilots in the pipeline. You will see everything from the Grinch who will beat you over the head with a wet newspaper to Santa Claus who will pass you regardless of your performance. There are very few sitting in that middle sweetspot that execute good CRM while maintaining high standards. The difficulty now is that maintaining the old CX standard is impossible due to the quality of the new hires and the fact that they decay as SOs for far too long (4-5 years plus).