To do their work, employees typically need hard skills. For example, Customer Service Officers need to know how to solve customers’ problems, Computer Programmers need to be able to write functional codes, and Accountants need to be able keep and inspect financial records.
However, beyond the hard skills, which customer service officer do you go to? The one who is pleasant and takes time to answer your questions; or the one who treats you like a number in a long line of customers?
Which programmer do you retain when the economy is down? The one whose attitude is positive and upbeat, and who is always willing to help; or the one who is inflexible and has a hard time admitting mistakes? (more…)