The key qualification is the right attitude. Applicants' attitude must be in line with our organisational culture. Attitudes are very hard to change, while expertise and skills can be developed. When we interview candidates, they must have something we call "the DTAC Way", which consists of four elements. First, they must have passion with an aim to succeed, be organised and want to improve things. Second, they must be friendly, humble and polite, which are key characteristics in service-sector jobs and a key personality trait of Thai people. Third, they must be simple in their approach to solving problems. Can they find simple solutions for customers, or do they make things complicated? Finally, when they make a promise, they must keep their word.