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Managing Knock Your Socks Off Service, 3rd Edition by John Bush, Ron Zemke, Chip R. Bell

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18

Training Creates Competence, Confidence, and Commitment to Customers

Excellence is an art won by training and habituation. We are what we repeatedly do. Excellence, then, is not an act, but a habit.

—Aristotle

Nothing good happens for your customers or your organization until an employee makes it happen. Whether those employees are meeting face to face with customers or worrying over systems in the bowels of the organization, it is their skill and effort that make the difference between a Knock Your Socks Off Service organization and wishful thinking. Developing, honing, and keeping a competitive edge on your people’s skills makes strategic sense.

It’s not surprising, then, that in “service successful” organizations, training and development ...

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