Abstract
Perhaps the single most powerful competitive edge any company can have over the next decade is providing superlative service. As technology progresses at a rapid pace and the benefits of any organization or product bear remarkable similarity to a competitor′s, the one sustainable, competitive edge which remains is service. Service, however, requires skill and, in most organizations, a cultural transition. It is in this area where Training can become the driving force and make significant impact on profitability.
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