The success of communication with customers is largely determined by your people's attitude to the customers. When selecting employees for customer service, therefore, pay the greatest attention to the candidates' attitude to the work. Technical details can always be learned, but changing the rooted attitude towards people and work is more difficult. Good customer service staff may not know all the answers, but must have a positive attitude, be curious and self-confident enough to ask questions and exceed customer expectations.
Search for people who are open to communication and not afraid to talk to strangers. They should also be attentive to details and able to act decisively even in difficult situations. While this may sound self-evident, it is not as easy as it looks at first glance. Salesopedia.com therefore came up with practical tips on how to recruit customer care staff more effectively.
Involve existing employees
Ask the current customer service workers, who know what it takes to succeed in this work, to recommend their friends. Offer greater or lesser bonuses. They can then also participate in training these people.
Schedule interviews for Saturday evening
The interview on Saturday at six o'clock in the evening is a very effective screening tool. Candidates who will not be deterred by the time, will clearly show that there is no problem for them to cope with unpleasant situations.
Pay attention to appearance and dress
Appearance says a lot about candidates, particularly whether they can appear in front of your clients. Try also to accompany the candidate after the interview outside to his car and see how the car looks. Cleanness of the car will tell a lot about his attention to details.
Ask how they are doing
Candidates' answer to this question will indicate whether they will be positive in communication with customers and whether they will also be interested in how the customer is going or whether they will tend to complain.
Try to interview at lunch
The candidates' behavior in a restaurant is also very revealing. Watch especially how they behave to the servers, how they can decide on food and how they orient in the new location. They should not be shy to ask questions.
-Kk-