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1,001 Deals and Steals: A Guide To Online Classifieds
Some naysayers way back in the 1990s predicted that online shopping wouldn’t last. Sure, and they said television was a passing fad, too! As we all know, just the opposite has occurred. There’s a television in every household, and more than...
Financial Freedom, is it only a dream or just steps away?
Almost all of us go to work everyday and do the same routine over and over again. We work so hard until we caught up in the routines for years. With the salary that we earn every day, we try to pay all of our bills. We always expect to get a higher...
From NO money and NO ideas to Success
What would you do if suddenly, and without warning, your world came crashing down around you? One day you have a good job, a nice home and good health – so you think. Then you go to the Doctor to find out why your indigestion keeps getting worse...
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Ready For A Business Recovery? by Robert A. Kelly Who wants to face the challenges of a business recovery without a ton of firepower? Especially when getting your piece of the action almost certainly depends upon how well you modify the...
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Please feel free to publish this article and resource box in your ezine, newsletter, offline publication or website. A copy would be appreciated at bobkelly@TNI.net. Net word count is 670 including guidelines and resource box. Robert A. Kelly ©...
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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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