Photo courtesy of Pexels by Christina-Morillo
What is the number one characteristic that’s necessary for a great customer service agent? This video reveals the simple, yet important, answer. As my gift to you for watching, click here to receive your FREE copy of my 21-point customer service leadership tips checklist (5 sections broken down into 21 points).
Real World Story: I am by far not a presumptive person, but I bet that at least once in your life you’ve encountered a person who works in service to others who naturally emitted that he or she hated her job, especially in dealing with people. If cold stares could kill, am I right? Such encounters can leave you feeling like you don’t matter, like you are a distraction instead of a paying customer, client or patient. And the simple solution is for employers to hire service agents who emit friendliness, trustworthiness and a desire to want to help—to hire people with an “attitude of service.”
Strategies that Turn it Around:
- Hire for attitude. To have an “attitude of service” is something people are inherently born with—or not born with. It is part of their DNA. It cannot be “picked up” or “faked.” You cannot train someone to be inherently helpful. When interviewing prospective employees, always focus on attitude: How does this person make me feel? Does this person come across as sincere or fake?
- Train for everything else. Customer service skills and knowledge such as how to answer the phone, how to process payments, office protocols, company policies and procedures—all these skills and knowledge can be taught and learned.
Remember: If I’ve said it once, I’ve said it a thousand times: customer service is about people helping people! So when you’re looking to hire new people to work with your customers, clients or patients—over the phone or face-to-face—always hire for an “attitude of service.” Hiring anyone else is disqualifying to you, your practice, your business or your organization!
What do you do to ensure that you hire the right people to interact with your customers, clients or patients?