When asked what the keys to providing truly great customer service really entailed, customer service consultant Peggy Morrow, author of "Customer Service: How To Do It Right" had this to say "I'm pretty good, but I can't take someone who basically doesn't like people and doesn't think service is worthwhile and make them good at customer service."
The bottom line which I always talk about here is beginning in the hiring process itself. The right people must be hired for the right reasons.
Here is a good question that she suggest asking during the hiring process rather than the typical asking about their successes, "Tell me about a time when you couldn't satisfy a customer, when they were unhappy." This is the type of question that the response to can give a good idea about who the person is that you're interviewing.
It is these questions that give you an insight into how a prospective employee will think and react in real-life customer interaction.
If you can't or aren't able to see them in any type of interactive situations, then provide scenarios that you know are part of customer service problems, and build questions around them. You really need to know what they truly inwardly think about these situations.
To do this takes away the biggest problem in customer service from before it can even happen.
Sponsored link: The outsourcing every manager requires - Tampa Locksmith
Comment Preview