6.1. Attitude Is Everything
Several years ago, I attended a conference on customer service excellence where I worked with more than two hundred CEOs trying to uncover the essential elements of building a service-oriented culture. After a weekend of workshops, panel discussions, and breakout groups to combine the knowledge and experience of this extremely talented group of senior leaders, it was determined that the most important element in building the business that can deliver superb customer service is to hire for attitude and train for skills. It truly is just that awesomely simple. You can teach people to run a cash register, answer the phone, take an order, or work the sales floor, but there is not a training class on the face of the earth ...
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