1. Attitude
2. Aptitude
3. Drive
If I could choose one of these characteristics out of the three that a customer service rep absolutely must have, it would be #3: Drive. The other two can be taught, but drive is something that comes from the inner core of a person. It's a quality that is related to motivation. If you are a driven person, you feel compelled to help people no matter what.
“Success is almost totally dependent upon drive and persistence. The extra energy required to make another effort or try another approach is the secret of winning.” -- Denis Waitley
Maria,
Interesting take. I don't think attitude can be taught (at least not genuine attitude), but I would agree that drive is even harder to teach or train. Thanks for the link and for the insightful analysis.
Posted by: Doug | July 27, 2007 1:33 PM | Permalink to Comment