Finding the right employees for the frontlines of your company is key to developing a great service attitude within your company. It is just as important as hiring the right accountant, manager, salesperson or CEO. In fact, it may be more important, as customer-facing employees have the power to directly affect your top line revenue.
Too often employers give little thought to the kind of employee who will be the best fit in their customer service department. They hire ‘nice’ people or people who talk easily with clients. There are actually four kinds of customer service jobs and countless environments that tweak the kind of person that will fit well into an organization and, although an employee may perform well in one service situation, they may not be able to make the move easily to another.
Finding the right customer service employee is a matter of process – from understanding the role, to assessing candidates to fit that role, interviewing to uncover strengths and weaknesses and managing to grow an employee’s competencies. A good fit makes for a comfortable and profitable working environment for both employee and employer.
Image courtesy of David Castillo Dominici, / FreeDigitalPhotos.net
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