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Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski
book

Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski

by Chip R. Bell, Ron Zemke
May 2007
Intermediate to advanced content levelIntermediate to advanced
231 pages
5h 8m
English
AMACOM
Content preview from Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski
20
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
Greek Philosopher
Nothing good happens for your customers or your organiza-
tion until an employee makes it happen. Whether those em-
ployees 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” orga-
nizations, training and development ...
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Publisher Resources

ISBN: 9780814473689