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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 ...