How to Hire Customer Service Stars
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“What are some
tips to ensure I’ll hire the best
customer service people?” That
question the golf course owner asked me when she was about to begin
another season. I
don’t profess to be an
expert in running a golf course, but when I speak at conferences about
service, I’ll occasionally also facilitate an exchange of best
industry leaders. Here’s
of their top tips, which apply to
industry on how to hire customer service stars.
Hire attitude over
tasks can be learned, but trying to
change attitude is difficult. Look for
these 3 key
qualities found in strong
customer service candidates:
1. Outgoing personality.
definition, it’s easier for an outgoing
person than a shy person to engage with your customers.
Choose the path of least resistance and hire
people who aren’t afraid to talk to strangers.
2. Efficient worker.
are there to receive a product or
service. That means hiring people who can get stuff done even when it
3. Attention to detail.
basic customer needs is a bare
minimum. The place
where customers begin
to perceive you as being exceptional is in the dozens of
details. You want your employees to
those details before your customers have to.
The challenge next becomes how to find
candidates with those qualities. A
place to start is with your existing customer service stars.
Ask employees to
your star employees to help you to recruit their friends or
relatives. Good performers know
what’s expected of the
job and are in a position to know who might do an equally good
job. Tell your employee that if
you do hire their
friend or relative, they can participate in training them.
Offer a small bonus or
gift to both your star
employee and to the new recruit if the new hire works out
well. The goal is to start a new
employee out from
day-one with positive peer pressure.
interviews for Sat - 6am
you read it right. That
will screen out a huge number of non-starters.
Those who do show-up prove
they have the
ability to be efficient - even when it’s uncomfortable.
See if they’re
dressed for work
they groomed and dressed appropriately?
Appropriate refers to
attire seem suitable for a) a job interview and
b) for your clientele.
deal with dress code issues after
someone is hired is an uphill battle.
What they’re wearing tells you something about their
judgment. After the
interview walk them out to their
cleanliness of the vehicle will
give you more clues about their attitude and attention to detail.
Ask, “How are
response to that common question will tell you a lot about how they
interact with your customers. Do
complain about being tired? Do
long stories about themselves? Or
they simply say something positive and in turn ask how you
are? All those answers will
tell you if they are
upbeat and focused on others.
Interview over lunch
follow-up interview over lunch and observe how they
interact with the server. Are
nice and outgoing to a server as they are to you as a potential
employer? How long
does it take them to pick out
something from the menu? If
going to take a long time to decide about what they’ll have for lunch,
efficient will they be with accomplishing unfamiliar tasks at
work? Do they have any questions
for you? The
questions aren't that important, but they
need to have the confidence to ask.
Asking about wages is perfectly legitimate. But wait for them
to ask you.
Customer service stars
aren’t necessarily the people
with all the answers; they’re people with positive attitudes, who are
and confident enough to ask questions to surpass your customers’
About the Author
is based on the bestselling book, Becoming
a Service Icon in 90 Minutes a Month by customer
strategist and certified professional speaker Jeff Mowatt. To obtain your
own copy of his book or to inquire
about engaging Jeff for your team, visit www.jeffmowatt.com
or call 1-800-JMowatt (566-9288).
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Article Published/Sorted/Amended on Scopulus 2011-04-27 18:11:03 in Marketing Articles