Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

CHAPTER SEVENYour People

Selection, Orientation, Training, and Reinforcement

The art of anticipation requires, at its core, the right people. People who have been chosen correctly for their positions, who understand their purpose in your organization, who are inspired by leadership, trained in the necessary technical skills, and given reinforcement daily.

Let’s take a closer look.

We Are Already Our True Selves: Select for Traits

How can you fill the ranks of your company with people who will be superb at anticipating the needs of your customers? To begin with, you need to move away from hiring in most positions for specific skills and toward selecting for talent. Give that friendly, insightful, responsible applicant who has a knack for making ...