Hiring Service-Oriented Customer Service Representatives

Hiring the right customer service representatives is critical for managers aiming to provide superior customer service. The key to maintaining a service oriented business is to hire good people, and to train, educate, and motivate them. Service-oriented companies locate top performers and allow them advancement opportunities within the organization, and your success will depend on how you hire and whom you designate to specific roles.

Successful managers avoid the urge to rush to judgement. Hiring decisions can impact your organization for years, and both your company and customers will depend on your selection.

On top of that, service-oriented managers recognize the value of providing quality customer service, and don’t see customer service jobs as rote factory labor. Take this into consideration and invest the necessary time and effort to find the perfect match. A good customer service rep isn’t someone who will simply sit in a chair, answer inbound calls, and take orders.

Great customer service hires typically have the following traits:

1. The ability to form a relationship with customers.

In addition to having good people skills, they should have friendly and organic speaking, listening, and communication styles.

2. They should be committed and career-oriented.

You will invest significant resources when it comes to hiring, training, and employing your representative. The last thing you want is to commit your company to an individual who isn’t committed.

3. They must perform under pressure.

The customers who place inbound calls can often be disagreeable. Call volumes frequently hit highly varied peaks and troughs. Additionally, a sympathetic representative can also experience conflicts between satisfying the customer and the company. Thus, it is critical to find agents who can perform in these situations.

4. They must possess the ability to learn.

Call scripting can vary as often as company needs. Representatives must be able to adjust accordingly while still appearing helpful and knowledgeable. Look for agents who are comfortable in different learning environments as training can be ongoing. Agents who learn on their own will save managers from excessive hand-holding and monitoring.

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