Do you agree that exceptional customer service begins with the hiring process? Having the right people on board to do the customer service job is the first step towards delivering outstanding customer service at your business. Akio Morita, Sony Corp. co-founder once brilliantly said: “No matter how good or successful you are, or how clever or crafty, your business and its future are in the hands of the people you hire.” But how do you find the best customer service talents and, most importantly, how do you know if they are actually the right people for representing your brand and serving your customers effectively?
Challenges and Hiring Pains
Hunting for customer service people is no simple task. Too often, the goal of a company is to simply fill a position rather than actually find the right person. Besides, sometimes the people with the right qualifications, experience and skill set do not have the right attitude and mindset to blend in with your team and match your business goals. >>>
As most business owners already know, it’s all too easy to lose valuable customers in today’s competitive, accelerated, consumer-powered marketplace. And providing terrible customer service is one of the fastest ways to make it happen. So why do we still see so many examples of companies offering awful customer service? There might be 6 major reasons for that:
Failing to realize the cost of bad customer service
Some businesses simply fail to realize and acknowledge the importance of customer service and, particularly, the financial impact of poor customer service on their organizations. Here’s some curious statistics to get you rethinking your customer service strategy: >>>
Communication is one of the most difficult areas of human life. Even in personal relationships it can become quite a struggle, what to say about customer relationships where in less than a few minutes you have to establish a connection, preferably a pleasant one, with a person whom you never met in your life and whom you know nothing about. And people are different, they have different views, values and expectations. How to communicate with them effectively?
Building an effective communication is about getting to understand the customers’ needs and wishes. Despite all the diversity, we all as human beings have the same needs and desires. >>>