Different Learning Outcomes, Instructional Objectives, and TOT

1.) How can good customer service be translated into different learning outcomes? Additionally, how do instructional objectives help learning to occur?

2.) What could be done to increase the likelihood of transfer of training (TOT) if the work environment conditions are unfavorable and cannot be changed? What specific steps could the trainer, management and the employee take to help insure TOT? Is the employee also partially responsible for TOT?