A study conducted by a large research company put through a worrying result: in most companies, only 20 to 30 percent of their employees were emotionally involved in their work! The non-involved employees invest time but not energy into their work. Their poor performance becomes a consistent source of customer loss.

In the race to attract customers into transactions and their loyalty, companies train their sales and services employees: product knowledge, selling techniques, standards of behavior. Managers expect high performance from their employees. What happens actually when customers meet these employees?

The profit of a company is a direct consequence of the customers’ perception about the quality of services received. Sometimes, the employees’ interaction with customers lasts only a few minutes; during this short period of time, the company’s existence and growth is decided. It is essential that the customer-interface staff be prepared at a competitive level...