【正文】 ods to selcet the right people: pete for the best people。hire for service petencies and service inclination。be the preferred of all, pete for the best people means many panies pete to get a outstanding firms pay a plenty of money for the headhunting panies to seek the professional employee is also a kind of market, firms should act as consumers in this market to choose the suitable personnel with their professional instance, KaiFu Lee is a senior executive in Microsoft and also can be called as a excellent managers, however, in 2005 KaiFu Lee skip from Microsoft to hire KaiFu Lee, Google even provide KaiFu Lee high salary and some stocking of a obvious case for the petition between panies for excellent Kelleher, the cofounder of Southwest illustrates that “the people Department came to me one day and said‘we’ve interviewed 34 people for this ramp agent’s position, and we’re getting a little worried about the time and effort and cost that is going into it.’ And I said if you have to interview 154 people to get the right person, do it.”(363, 41)Excellent personnels are very impotant for the development of a firm, hence the petition between panies for a well employee is being , service petencies and service inclination are two basic characters that a service employee should have in the marketing meaning of service petencies is the ability and knowedge a personnel should have in the service a worker is hired by a pany, he should have the ability to support his many firms, the method to identify the ability of a new personnel is according to the degrees and certificates that he has, like the lawyers, the accountant and the customs meaning of service inclination is the attitude and interest of a service personnel in the service process to with higher service inclination will provide higher service quality for has showen that service effectiveness is correlated with serviceoriented personality characteristics such as helpfulness, thoughtfulness, and sociability.(364 43)Workers with positive attitudes rather than a specific skill set are the first choice of the successful service people to deliver service qualityWhen firms hired the suitable employees, the organisations should take actions to train these employees to make sure they can qualify their works that belong to are three methods to train these employees: train for technical and interactive skills。empower employees and promote of all, the method that train for technical and interactive skills is the basic work that the employees should do, then we will do not discuss too , the meaning of empower is give service personnels the suitable rights, tools and skills to satisfy various employees is a useful method to provide high quality service to to consumers’ needs are unstable, panies should give service personnels the power to satisfy the changing demand of consumers and recover the mistakes that the firm suggests positive benefits to empowering fr