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.
