Bring the Enthusiasm and We’ll Teach You the Rest of What You Need

I just read an advertisement for employment from HSBC in the UK. They placed help wanted advertisement for a customer service representative. Part of the ad read:

“What’s most important is your passion for delivering top-notch customer service. Bring us enthusiasm, and we’ll provide you with all the additional training and mentoring you might need.”

There it is - the old theory that we can hire the attitude and train the skill. HSBC gets it. They are hiring people to be on the front line, taking phone calls from customers. The employee has to have the attitude or no matter how knowledgeable he/she is, the customer is not going to have a high-end pleasant experience.

Most customers want what they ask for and need, and they also want the experience to be positive. The best companies know it takes both sides to create an excellent experience that can eventually lead to loyalty.

Shep Hyken, CSP is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).