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

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Imperative 5

Train and Coach

Learning is a way of life in Knock Your Socks Off Service companies. In the past, new employee training often consisted of nothing more than “watch John for a few hours, then I’ll turn you loose on the customers.” If employees made some little mistakes during their first few weeks, well, customers understood about breaking in new help.

That was then, and this is now.

Today, a walk-in-off-the-street, start-tomorrow-at-full-speed match is unlikely. Your methods, policies, and procedures are unique. So is the way you want customers treated. As for asking your customers to tolerate on-the-job training—forget that!

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Knock ...

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