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At Your Service: The Ten Commandments of Great Customer Service!
Customer service is an integral part of our job and should not be seen as an extension of it. A company’s most vital asset is its customers. Without them, we would not and could not exist in business. When you satisfy our customers, they not only...
Generating Publicity: Will The Media Be Interested In My Product/Business?
When it comes to launching a new business or product, some marketing consultants might say that EVERY product is appropriate for a publicity or media exposure campaign. That is true to a degree, but as a PR/publicity professional and former...
Solving the Late Paying Customer Blues
Nothing can drive a business down faster than customers who don't pay their bills as agreed. When you sell to customers on credit you are making an agreement with them. You will provide them with goods or services in exchange for their payment...
Three Easy Ways to Keep Customers
It is far more easy, and less expensive, to keep customers than to try and get new ones. So even though your company relies on adding to its customer base, don't make the mistake of only investing in new customers! Here are some strategies that...
Who Says the Customer is Always Right?
We all know the old adage, "The Customer is Always Right." If you are an online business owner or offline for that matter, you are on both sides of the subject almost everyday. Before I started my online business, I was just on one side......
 
Hiring Customer Service Representatives That Are A Perfect Fit

© Kathi Graham-Leviss
http://www.xbcoaching.com

Have you ever phoned a customer service department only to receive an attitude rather than help? Not a pleasant experience! It is quite obvious that the person on the other end of the phone is not pleased with his/her job. This has a tremendous impact on your customers!

When you reached the customer service rep with an attitude, what did you think? How did you feel? Did you question your decision to buy from that company? All these things come into play when your customers don’t receive excellent service… especially from the Customer Service Department.

The problem can be caused by a number of factors such as:

·lack of ability to deal with stress
·lack of sensitivity toward customers
·overbearing or threatening voice
·impatience
·critical thinking
·easily excitable
·lack of job satisfaction
·and others.

But how would you know this employee would respond that way after you hired him/her? Applicants always put their best foot forward during an interview. How can you see past the smiles and polish to truly know this employee will perform well as a CSR?

Most people who are customer service oriented fall into two categories within the a profile called the DISC Behavioral Model. They are:

Influence and Steadiness

These are the two styles that focus on people which is extremely important in the area of customer service. There are also some other important characteristics about those two groups:

Influence
social and verbal aggressiveness
optimism
good persuasion skills
vision of the big


picture

Steadiness
people-orientedloyal to those they identify with
good listener
patient and empathetic
likes a team environment
long service is deemed important

A combination of Influence and Steadiness make for excellent customer service reps because they focus on people, they are good listeners and communicators, positive and patient.

Also, this combination of styles lends itself to people who like to continually work in a stable environment, appreciate the security of being located in an office and receiving a steady paycheck; but also like the challenge and excitement of dealing with new people on a regular basis.

In order to hire customer service reps that are a “perfect fit”, you need to locate those who have these attributes. To do so, look for the following “clues” to their behavioral style which might show up during your interview:

Influence – wears designer label clothes, enjoys personal development activities, likes magazines such as People, Inc., Success and Psychology Today.

Steadiness – casual dresser, likes group activities, enjoys magazines such as Reader’s Digest, National Geographic and Better Homes & Gardens.

Creating a good match between your new hire and the position will help to achieve loyalty, longevity and job satisfaction for both the employee and your business.


About the Author

Kathi Graham-Leviss is Certified Coach and Behavioral Analyst who assists companies with defining and developing their Human Resource practices. Visit her Web site today for additional information on the 4-Step Hiring Process and DISC Behavioral Assessments. http://www.xbcoaching.com

 

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CafePress.com : Help Desk : Customer Service
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Customer Service Week - The Celebration Source
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Nashville - Tennessean.com - Middle Tennessee Customer Services
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