What did the woman learn about during the training?

M: Hey, Jean, how was the new employee training? Did you learn anything about dealing with clients?
W: It helped me realize how important it is to act politely, even when people are being difficult. Above all, we want to keep our customers happy, since our sales figures depend on it
M: Did Fran Alien lead the training? That sounds like advice that she would give.
W: Yes, she was great. Fran shared some of her experiences in the retail field. I didn’t realize she’s been here since the company started. I’m going to share her information with my team.