Hope is not a strategy when it comes to recruiting staff with a great service ethic. In fact neither are most of the diagnostic tools that may assess many things, but rarely predict how great staff will be with customers.
I remember once watching a programme in America called The Rebel Billionaire. It was a show a bit like The Apprentice but it featured Richard Branson in his quest to find someone to take over running part of Virgin. In the first episode the 16 young rebels flew in from the States, brighteyed and ready to take on any challenge. They arrived in groups of four and were picked up in a London ...
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