I am new to this forum and hope to help you all make a difference in your customer service management. As a former HR manager in a retail environment, I know how hard it is to really understand the whole person you might be hiring from the ordinary interview process. And I have seen the dramatic effect poor hires can make on your customer service and client retention. Wouldn't you wan tot take the guesswork out of these hiring decisions and in the end reduce turnover and increase cutomer loyalty? Let me help solve this mystery for you by contacting me @ janis@SmartTalentSolutions.com.