Mindset or training
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Mindset focuses on building employee self-esteem, awareness, and proactiveness to take ownership, which is necessary to achieve zero complaints. Training alone through skills and development is not enough, as it only impacts complaint handling and not elimination. While service quality has improved across many industries like banks, credit cards, insurance, and airlines, horror stories still exist, because mindsets may not have changed sufficiently.
Mindset or training
- 1. Mindset or Training: which comes first? Mindset is our beliefs or way of thinking. Training focuses on skills and development. In the customer world, training impacts complaint handling not complaint elimination. In today's age we want zero complaints, and training alone is not enough. Mindset focuses on building employees self esteem, awareness and proactiveness, and taking ownership Mindset and determination to reach zero complaints is necessary. This is why we always get spotty service from banks, credit card companies, insurance, and airlines. While service quality has improved, every one of us still has horror stories. Maybe because mindsets have not changed sufficiently Your comments are welcome! Gautam Mahajan, President-Customer Value Foundation M: +91 9810060368 Tel: 11-26831226, Fax: 11-26929055 email: mahajan@Customervaluefoundation.com website: http://www.Customervaluefoundation.com Customer Value foundation (CVF) helps companies to Create Value and profit by Creating Value for the Customers, employee and for each person working with the companies. Total Customer Value Management (Total CVM) transform the entire company to focus on Creating Value for the Customer by aligning each person's role in Creating Customer Value and getting shareholder wealth and Value.