Customer relationships are so important — no matter what the role or organisation.
When selecting staff, we may think that the technical skills they possess, their experience and their qualifications are most important in our decision-making process. We may pay less attention to the so-called ‘soft’ skills, and often this is where we see it all fall apart further down the track.
‘Nice’ is the enemy of excellence when it comes to choosing staff with the right traits to deliver the highest expected standards of service to your customers and their own peers and managers.
[Tweet “While we gravitate towards people who are nice, you want your staff to be more than just polite.”]
Excellent customer service in any role requires:
How do we identify employees with these traits?
At every stage of the recruitment and selection process, you can be on the lookout for signs of the characteristics above.
It will never be possible to predict customer service success with 100 percent accuracy, but taking the steps above can help you identify and hire staff who have the best chances of delivering the levels of customer service you and your customers expect.
Remember, these steps are important for any person in any role that interacts with others.
What will you change next time you’re hiring?
This article was originally published on MYOB’s blog, The Pulse. For more business news and tips, visit www.myob.com/blog.
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