Every successful company has the need to hire people who have the skills and personalities needed to build a winning customer service team and to drive revenues. John Tschohl explains that while skills can be taught, attitude is king.
When you have an opening for a frontline employee who will be responsible for interacting with customers on any level from sales to service, the first step you must take is to have a job description that includes specific duties and skills. That job description will serve as your road map as you begin the recruiting process.
The first place to look for a new customer service employee is with your current employees. Share with them what you are looking for and ask your top performers if they have friends or family members they would recommend for the job and who would fit well as a member of your team. They will recommend people who reflect their images and values. Also, reward them when you hire someone they recommended—a $100 bill would be nice.
There are groups of employees you should not ignore. That includes the elderly and people with disabilities. They are a valuable pool of potential employees. Many elderly people are looking for jobs, not necessarily because they need the income but because they need the opportunity to interact with others—customers and coworkers. They are not content to sit home with a TV remote in hand; they want to do something meaningful.
People with physical disabilities—who make up almost 40 million in the United States alone—also make great employees and should not be overlooked. With advances in technology, for example, blind people, can perform as computer programmers, telephone operators. and customer service representatives. They, too, want to do something meaningful and make great employees. Ignore what you think they can’t do and focus on what they can do for you and your company. I have a friend who regularly shops at Menard’s, where an employee who uses a motorized wheelchair, is cheerful, helpful, and goes out of his way to engage customers. He is a great representative for Menard’s and a valuable employee for customers.
There are some important steps you should follow when interviewing potential employees. The first is to be prepared, which includes having the job description and a list of questions you want to ask close at hand. Avoid questions that can be answered with a “yes” or “no” because you want to dig deep into who they are. Ask potential employees to tell you about themselves. Why are they leaving their current jobs? Why do they want to work for your company? What were their major customer service accomplishments at their previous jobs? What skills do they have that you need?
Also ask them to define customer service and why it’s important when dealing with customers. I have a friend who also asks this: What would I be surprised to know about you? The answer to that question can sometimes identify something surprising that forms a connection with you. If, for example, the response is, “I won a silver medal in the Olympics,” you know that person is determined and dedicated to excellence.
Also, pay attention to their body language. Do they make eye contact? Are they relaxed? Do they smile? Also check their references and Facebook posts and Google them to see if their values align with your values.
And, finally, recognize that skills can be taught—but you can’t change peoples’ attitudes. Look for people are who are pleasant and personable. Remember this: Skills can be taught, but attitude is king.
About the Author
John Tschohl is the founder and president of the Service Quality Institute—the global leader in customer service—with operations in more than 40 countries. He is considered one of the world’s foremost authorities on all aspects of customer service and has developed 17 customer service training programs, including Remember Me, that are used by companies throughout the world. His monthly strategic newsletter is available online at no charge at www.customer-service.com. He can also be reached on Facebook, LinkedIn, and Twitter.
For more information on John Tschohl and the Service Quality Institute, visit www.customer-service.com.