I think this a more insightful comment than the author might think. I once had a boss in an IT support organization that believed it was easier to teach techni

I think this a more insightful comment than the author might think. I once had a boss in an IT support organization that believed it was easier to teach technical skills (assuming a basic level of competence) than customer service skills. As such, he preferred to hire those with a strong customer-oriented background, and regularly passed over programmers, MCSEs, and others with IT certifications. He consistently showed high marks in satisfaction from his customers. After working with both "types" of hires in his org, I came to agree with his reasoning.