Monday, February 05, 2007

 

Critical Customer Service Skills

These come direct from Enterprise Rent-A-Car, and more specifically from Kirk Kazanjian's great new book, Exceeding Customer Expectations.

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.

Enterprise is well-known for their focus on customer satisfaction, but also is fanatical about their hiring process. Based on their results, it's working.

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