customer centric roles require “diamonds”
Usually, when companies collaborate with an external advisor for training or consulting, it is usually taking place on a reactive basis, when there is probably an issue or a problem to resolve.
However, companies should always think and act proactively, which means selecting and hiring the “appropriate” employees. More importantly, employees that are working in Customer service, call centers, Front desks, Sales stores and any position that is related to customer relationships.
The key to have such associates in your company is to continuously trace and hire the ones that are considered as “Diamonds”.
In order to do that you need to find and investigate whether they have the following skills and characteristics:
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skills & characteristics
1. Ethos (Values and morals)
This is the most important one and probably the most difficult one to discover.
Ethos is the most useful and essential element in an employee. There is not an easy way to discern whether the candidate acts with ethos and values, but usually by narrating a story will get you to trace his/her values.
2. Right attitude and mentality
These candidates should have a customer-centric approach and be passionate about helping people. Investigate more whether they want to find just a job or they love making a career in the Customer service sector.
Tip: During your interview, you can mention a difficult case study and check what their response would be.
3. Communication skills
You could say that it’s probably the easiest thing to discover. You can check that by observing their appearance, body language, tone of voice, level of linguistic expression, ability to hear, appetite and mood. And of course, their smile!
Tip: In order to be able to discern these traits, provide some space, make communication equally and control both speech and listening.
4. High level of Emotional Intelligence
Emotional intelligence is considered one of the most important skills in the 21st century. Being able to place yourself in the other persons shoes is not an easy task and usually people are trained to achieve this lever of EI. Having a high EI means that since you are able to understand the other person’s feelings, you are also able to provide a solution to his/her problems and select the appropriate approach.
Take a good look and notice the expression on his/her face, body language and the way that he/she understands when you express a difficult situation.
5. Balanced personality
Having a balanced personality means that he/she can follow regulations and frameworks, but at the same time he/she is able to take initiatives. It also means that the candidate is capable to evaluate and judge when he has to make the exception in order to properly serve a customer.
6. Sense of humor
Sense of humor is a very important element in customer service. From this trait, a client can understand whether we are “little soldiers” stuck in a situation or have a human and authentic approach towards them.
7. Agility and adaptability
“It is not the strongest of the species that survives, nor the most intelligent; it is the one most adaptable to change.” As very well placed by Darwin, being able to change and be agile is a very important skill. The above includes changing communication skills and communication approach based on the customer you are serving, being open to training seminars and learning new skills etc.
Finding those “Diamonds” can be indeed a very difficult task, but there several diamonds out there waiting for you to discover them!
Good Luck!