Many business owners have trouble finding great employees because they don’t focus in on the qualities and characteristics that they really need. Without knowing and asking for what you need, it’s hard to get the kind of employees that will help your business to thrive.
John Moore of "Brand Autopsy" a "leading practitioner in the arts of customer service and marketing" writes about Enterprise Rent a Car, who "are renowned for delivering great customer experiences in the highly-commodified rental car business." Read John’s post.
"Part of the reason Enterprise is viewed as (a) strong customer service-focused business is they hire well. According to the recently published book, EXCEEDING CUSTOMER EXPECTATIONS, when it comes to hiring employees, Enterprise “… doesn’t want people who merely seek to be behind the rental counter. It wants every candidate to aspire to greatness.” …
…To help identify high potential candidates, Enterprise uses an eight-point Critical Customer Service Skills checklist to determine which candidates are mostly likely to be Enterprise employee material. It’s a worthwhile list for any customer service-focused business to plug ‘n play into their hiring practices.
ENTERPRISE RENT-A-CAR
Critical Customer Service Skills
1. A passion for taking care of customers.
2. A willingness to be flexible.
3. A work ethic based on dedication to the company and its mission.
4. An eagerness to learn a new business and work their way up.
5. Self-motivation and goal-orientation.
6. Persuasive sales skills.
7. Excellent communication skills.
8. Leadership ability.
Source | EXCEEDING CUSTOMER EXPECTATIONS (Kirk Kazanjian) "
What are the critical skills that your employees must have?
-Susan Martin, NYC Business Coach and customer service advocate
This is one of the best posts that I’ve ever seen. So easy to understand! Thanks!