Filed under: Customer Service
The following is content taken from John’s newly released book The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World (January 2015 Greenleaf Books) Which became an instant best seller on Amazon.
What is more important: Hiring or training? This topic is probably the oldest and biggest debate in Customer service. What is more important: How well you hire, or the training and culture you bring your new employees into? While both are very important, 75 percent is the Customer service training and service culture of your company. Do you really think that Disney has found and hired fifty thousand amazing service-minded people? There probably aren’t fifty thousand people walking the earth who were born to serve. Companies like Disney find good people and put them in such a strong service and training environment that doesn’t allow for or accept anything less than excellence. One of my favorite lines is, ‘that Walt Disney World organization doesn’t put their people in Disney, they put Disney in their people.’
Attitude wars – In a blog post titled “The Truth About the War for Talent,” author Seth Godin writes about how HR departments like to talk about engaging in a war for talent; however, it is really about finding good enough people at an acceptable rate of pay. What I like to call “reactively hiring anyone,” or “hiring anyone with a pulse.” Godin points out it shouldn’t be a search for talent-but rather a search for attitude:
There are a few jobs where straight up skills are all we ask for . . . What actually separates winners from losers isn’t talent, it’s attitude. And yes, we ought to be having a war for attitude . . . The best news is that attitude is a choice, and it’s available to all. You can probably win the war for attitude with the people you’ve already got.