When you think about it, Fiber-To-The-Home is the ultimate experience for outside plant technicians. For the first time ever, those folks are working right in front of the end-user.
That implies a lot of new behavior for the OSP people, as they are kind of the front-desk of the service provider. To make it short : the guy who's installing the fiber at the subscriber' s place is also the ISP' s sales rep.
Hence the need for coaching the OSP technicians to customer-facing situations. Be the best sales rep. That's quite an interesting challenge, for both the trainers and the installers themselves. Have a look at this video, and you'll understand why.