Knowledge, Skills and Ability for the Service Professional (Part 2 of 2)
By Jeremy Lee

Right Ability

Of the 3 aspects, knowledge, skills and ability, getting a service professional of the right ability is the most critical. A service professional without the right ability for the job, would most likely be unsuitable for the job.

As shown in the diagram, the term right ability consists of 3 components:

1. Learning Ability
   The emphasis here is on a person’s ability to learn in a new and unpredictable environment. A person of high intelligence does not necessary imply superior learning ability. Individuals with good learning ability are usually inquisitive, solution orientated, willing to try new things and learn from failures. This ability to learn is invaluable in a fast pace environment of customer service where product and service are constantly being improved.
   
   
   
2. Attitude
   The term Attitude here implies a person’s outlook of life. Attitude is not something measurable but inferred from one’s action or inaction. When we say a person has a positive attitude towards life, some of the behaviors we expect to observe are cheerfulness and optimism. In the service environment, it is critical that people of the right attitude are selected. Hiring a candidate with a bad attitude may result in poor service levels and even a migration of customers.
   
   
3. Personality
   Not all people are suited to be service professionals due to their personalities. The term personality refers to the characteristics of a person. Some individuals are people orientated, communicative and friendly. Others are task orientated, quiet and enjoy solitude. Based on these descriptions, it is likely that those in the former category are more suitable to meet customers than those in the latter group. Understanding a candidate’s personality will enable us to determine whether he will enjoy being a service professional. It must be emphasized that personality unlike attitude is difficult to change. It is a trait that has been mould over time by the individual’s environment and upbringing.
   

In many organizations, the interview and performance appraisal process is usually based on the person’s knowledge (type of qualification and years of experience) and skills (what have you accomplished and how did you accomplish what you accomplished). Seldom is the person’s ability interviewed, despite its’ great importance to the job. A great organization always selects those with the right ability then impart them the knowledge and skills to perform at their work.

Last updated - 29 March 2004