Hire Your Way To A World-Class Customer Experience


Share on LinkedIn

Building a world-class customer service team that effectively delivers the top customer experience in your industry won’t happen overnight. In fact, it’ll take you years in order to full master meeting your customers’ wants and needs.

Organizations that “get” customer experience and are known for their excellent customer service, realize that it’s more about the people you assemble to serve than the processes you have in place.

Author Micah Solomon hits on this in his article, Hire Your Way To A World-Class Customer Experience.

Conscientiousness is a key trait for successfully serving customers, and unfortunately may not always be found in those who are otherwise suited to customer service work. The quintessential ‘‘people person’’ may lack conscientiousness, and this one flaw can be fatal: An employee can smile, empathize, and play well with the team, but if he can’t remember to follow through on the promises he made to customers, he’ll kill your company image.

Great customer service and that exceptional customer experience takes assembling the right team that can connect with your customers and engage with them on an emotional level that is generally overlooked in business.

Instead of chasing the typical candidates and looking for new hires in the usual places, seek out the overlooked team members. Those that have the right abilities and skills but that may be working in different industries. The psychological traits of being able to engage with customers are much more important than the mechanical skills of working in customer service.

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here