Here I go again … sharing more worthwhile advice/opinion on the importance of employees in how a company delivers great customer experiences. This time I’m sharing the criteria Enterprise Rent-A-Car uses when deciding whom to hire.
For those unaware, Enterprise Rent-A-Car is the largest rental car company in the United States. It’s a privately owned business which recorded $9.0 billion dollars in sales for 2006. They are renowned for delivering great customer experiences in the highly-commodified rental car business.
Part of the reason Enterprise is viewed as strong customer service-focused business is they hire well. According to the recently published book, EXCEEDING CUSTOMER EXPECTATIONS, when it comes to hiring employees, Enterprise “… doesn’t want people who merely seek to be behind the rental counter. It wants every candidate to aspire to greatness.”
For the most part, new hires at Enterprise are eager, career-driven college graduates who are given the opportunity to quickly advance through the organization based off of their ability to deliver great customer service. As a result of their desire to hire candidates that aspire to greatness, Enterprise is able to retain 70% of its full-time employee base every year and have a ready pipeline of qualified candidates to promote as the company grows.
To help identify high potential candidates, Enterprise uses an eight-point Critical Customer Service Skills checklist to determine which candidates are mostly likely to be Enterprise employee material. It’s a worthwhile list for any customer service-focused business to plug ‘n play into their hiring practices.
Critical Customer Service Skills
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.
Source | EXCEEDING CUSTOMER EXPECTATIONS (Kirk Kazanjian)