Many organizations proudly proclaim that providing outstanding Customer Service is the hallmark of their organization and its primary competitive advantage.
So why is it that so many of us experience such poor levels of Customer Service from these very organizations?
The answer is poor hiring decisions and the Job Mismatch problem.
The problem is that most of these organizations simply do not know what to look for when hiring a Customer Service Representative (CSR), and if they do know what to look for they aren't properly measuring it before a hiring decision is made.
Let there be no doubt...this is one of the most financially important and impactful positions in your organization. Your Customer Service Representatives are the face of your organization and with a single interaction can make or break your organization's brand image in a Customer's mind.
Kind of scary isn't it???
If your organization is serious about creating an exceptional Customer Experience it is absolutely critical that it begin with the employee selection process and identifying candidates who have the "right stuff" to provide the high level of Customer Service your organization demands.
To hire an outstanding Customer Service Representative who will create the best possible Customer Experience, one must know what to look for in an ideal candidate. In our years of experience we have found that the best Customer Service Representatives, regardless of the organization they belong to, share a unique combination of Behaviors, Values, and Personal Skills that make them a perfect fit for the position.
With the use of a validated personality profile designed to determine how well a candidate fits a Customer Service position you will be able to make a much more informed and predictive hiring decision that your Customers will ultimately thank you for.
To give you a better idea of what you should be looking for and measuring with a pre employment Customer Service assessment we'd like to share the top behaviors, values, and personal talents we have found and verified to be common to CSRs that consistently create exceptional Customer Experiences.
Behaviors
- Customer Orientation - A great Customer Service Rep lives to serve the Customer and provide an outstanding Customer Experience. This cannot be taught or trained, a candidate either has it or they don't.
- Frequent Interaction With Others - A Customer Service Representative will spend the majority of their time interacting with others either on the phone or in person. If one's personality is not conducive to this frequent interaction, performance will invariably suffer.
- Versatility - Given the frequent interaction with others that a CSR will experience, it is natural that this individual will encounter a wide variety of Customer personalities. A successful CSR is versatile in reading others and adapting to their preferred style of communication.
Values
- Theoretical - An interest in knowledge, learning new things, and continued education. A successful CSR has a desire to learn something new every day. Whether it is product knowledge, a new sales technique, or how to better serve the Customer, a CSR should have an interest in learning and self improvement.
- Traditional/Regulatory - A desire to live one's life by a structured system and set of processes. A high performing Customer Service Rep should enjoy performing their duties according to an established set of standards that will ensure a consistent Customer Experience every time.
- Utilitarian/Economic - A desire for what is useful and making the most of one's time at work. This is important as many Customer Service Reps are asked to take on other duties such as stocking, merchandising, and cleaning when they are not assisting Customers. A CSR should be skilled in balancing the various demands of their position without adversely impacting the Customer.
Personal Skills
- Customer Focus - An exceptional Customer Service Rep always puts the Customer first and provides impeccable service at all times.
- Personal Accountability - This trait is critical in all positions, but especially so in Customer Service positions. A Rainmaker CSR takes personal responsibility for his or her results and does not make excuses.
- Interpersonal Skills - An outstanding CSR must rely on a strong set of interpersonal skills to ensure Customer Satisfaction and generate maximum sales. These skills include traits such as empathy, tact, patience, and listening skills.
- Teamwork - Providing a memorable Customer Experience is never the sole responsibility of just one individual. For this reason a Customer Service Rep must be able to get other individuals (and other departments) in their organization to work together to ensure that the highest level of Customer Service is realized.
Understanding the make-up of a candidate who will provide outstanding Customer Service is only one part of hiring the best CSR. To select the best Customer Service Representative and truly maximize your organization's bottom line these traits must be measured in a candidate before a hiring decision is made.
For a complimentary demonstration of the powerful Customer Service assessments and tests that will dramatically increase your Customers' Experience with your organization Contact a Rainmaker Group team member.
