Hiring the right people for customer service positions can be very challenging. We all have had experiences where our opinion of a business was formed, good or bad, after speaking with just one person.
In a highly publicized case, a Customer Service Representative (CSR) for Comcast fought with a customer who was attempting to cancel his service. The phone call went viral, forcing the company to issue public apologies and the President of Comcast to apologize to the customer.
This is an extreme case, however, we’ve all encountered customer service reps that influenced our feelings about a company.
Any position that interacts with the public should be staffed with care; from the VP of Sales down to the entry-level person who sits at the desk and answers the phones. For the positions that have direct contact with customers, we recommend that you hire for attitude and train for skills. Someone who has all the right training, knowledge and skills can still have the wrong attitude and not be a good fit for the position.
Great customer service is defined by a person who possess the right personality traits. Kindness, generosity, curiosity, team focus, and positivity or optimism are all traits associated with great customer service. One of the more important traits is conscientiousness, which can be described as being thorough, careful or vigilant, and striving to do a task well. People who are conscientious tend to be on time, organized and dependable.
The best way to ensure you are hiring the right candidate is to ask the appropriate questions during the interview process that will elicit the response you are looking for, such as; “Tell me about a time when customer really made you upset, and what you did about it”.
Once you have found the right person, you can then provide any additional training that may be needed to perform the job well. If you concentrate on personality and train for skills, you will find yourself hiring all the right people to get the job done.
If you are in need of training on how to complete a successful interview in hiring a great customer service representative, or are looking to outsource your recruiting, AmeriSource HR has qualified staff on hand to assist you. Give us a call or send us a message today!
Where there’s smoke… there isn’t necessarily fire.
Does your company have a policy on e-cigarettes? It might be time to create one. E-cigarettes are a fast growing trend, and currently there are no laws regulating their use in the workplace. It is up to the employer to create and enforce a policy which is beneficial to all employees.
Electronic cigarettes, or e-cigarettes, electronic vaping devises or digital vapor devices as they are sometimes known are battery-powered devices which simulate tobacco smoking. The device contains a heating element which vaporizes a liquid solution of nicotine and flavorings, or sometimes just flavorings. These devices can resemble cigarettes or cigars, or look quite different. They release a vapor that is less harmful than cigarettes but has not been thoroughly researched to know if it is completely safe.
Some smokers argue that using such devices helps them quit smoking regular cigarettes. Another argument is that e-cigarettes can also reduce time spent away from productive work normally spent taking a smoke break. The vapor they release has been proven to contain drastically fewer carcinogens than regular cigarettes, which in turn, should be harmless in the form of second hand smoke.
With some e-cigarettes it can be very hard to tell by a casual observer, (say a client walking by), that it is a vaporizer and not a real cigarette. The vapor itself is a concern because marijuana or THC can be consumed in the same way. The FDA has conveyed their own concerns about the safety of these devices and the second-hand smoke they emit. Some non-smokers are offended by e-cigarettes and would be prefer not to be exposed to the vapor no matter how safe it is claimed to be. Employers in manufacturing environments may have additional safety concerns for employees that need to use two hands to attend to their duties.
E-cigarettes and the issues around the topic will likely become more prominent in the near future. It is in the best interest of employers to take action now and create a policy that works for their employees and their business. If you would like to discuss, or need assistance forming a policy, please contact AmeriSource HR Consulting Group.