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Further
Reading ...
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Ed Sykes - Nine Ways Johnny Carson Can Help You Run Outstanding
Nine Ways Johnny Carson Can Help You Run Outstanding Meetings By Ed Sykes © 2005 all Rights Reserved Recently, America lost one of the giants of late night television, Johnny Carson. He was a master at his craft,because he would conduct his show,...
The Feasibility Study and You: A Dynamic Duo - June Campbell
You have a great new business idea. You've asked your friends and family for feedback and they gave you thumbs up approval. You've asked your existing customers if they'd have use for such a product or service and they've indicated they would....
Write and Speak for the Ear - Robert F Abbott
You and I may not aspire to write great books or make great speeches. But almost all of us want something to happen when we write or speak. And, the more we direct our words to the ears of readers and listeners, the greater our chances of getting...
5 Killer Steps to avoid Credit Card SCAMS!!!!! - Tom Levine
In August, 2004, the Federal Trade Commission issued their findings of a recent study, which showed that nearly 25 million adults were victims of fraud. Now, most importantly, If you are a victim of fraud, please do not feel like you did...
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Hiring Customer Service Representatives That Are A Perfect Fit
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Written By:
Kathi Graham-Leviss
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© Kathi Graham-Leviss
http://www.xbcoaching.com
Have you ever phoned a customer service department only to receive an attitude rather than help? Not a pleasant experience! It is quite obvious that the person on the other end of the phone is not pleased with his/her job. This has a tremendous impact on your customers!
When you reached the customer service rep with an attitude, what did you think? How did you feel? Did you question your decision to buy from that company? All these things come into play when your customers don’t receive excellent service… especially from the Customer Service Department.
The problem can be caused by a number of factors such as:
·lack of ability to deal with stress
·lack of sensitivity toward customers
·overbearing or threatening voice
·impatience
·critical thinking
·easily excitable
·lack of job satisfaction
·and others.
But how would you know this employee would respond that way after you hired him/her? Applicants always put their best foot forward during an interview. How can you see past the smiles and polish to truly know this employee will perform well as a CSR?
Most people who are customer service oriented fall into two categories within the a profile called the DISC Behavioral Model. They are:
Influence and Steadiness
These are the two styles that focus on people which is extremely important in the area of customer service. There are also some other important characteristics about those two groups:
Influence
social and verbal aggressiveness
optimism
good persuasion skills
vision of the big picture
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/>Steadiness
people-orientedloyal to those they identify with
good listener
patient and empathetic
likes a team environment
long service is deemed important
A combination of Influence and Steadiness make for excellent customer service reps because they focus on people, they are good listeners and communicators, positive and patient.
Also, this combination of styles lends itself to people who like to continually work in a stable environment, appreciate the security of being located in an office and receiving a steady paycheck; but also like the challenge and excitement of dealing with new people on a regular basis.
In order to hire customer service reps that are a “perfect fit”, you need to locate those who have these attributes. To do so, look for the following “clues” to their behavioral style which might show up during your interview:
Influence – wears designer label clothes, enjoys personal development activities, likes magazines such as People, Inc., Success and Psychology Today.
Steadiness – casual dresser, likes group activities, enjoys magazines such as Reader’s Digest, National Geographic and Better Homes & Gardens.
Creating a good match between your new hire and the position will help to achieve loyalty, longevity and job satisfaction for both the employee and your business.
About the Author
Kathi Graham-Leviss is Certified Coach and Behavioral Analyst who assists companies with defining and developing their Human Resource practices. Visit her Web site today for additional information on the 4-Step Hiring Process and DISC Behavioral Assessments. http://www.xbcoaching.com
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| _Additional Resources ... |
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Could a Roth IRA be Better Than a 401(k)? - Terry Mitchell
Very few people whom I know are familiar with the benefits of the Roth IRA. It was named for the late Senator William Roth of Rhode Island, who proposed it. It is similar to a traditional IRA except contributions are never tax-deductible....
"Success is an option, it takes work and sweat!" - Jonathon Ford
"Success is an option, it takes work and sweat!" You read lots of books about ?how to make millions? online; how to make a 6 figure income from home in your pajamas, work only 2 hours a day ? and manage to have a vacation on the beach every other...
Tips for managing your credit cards - Colin McDougall
The Beginning of the Credit Card Era In 1951, Diners Club issued the first credit card to 200 customers who could use it at 27 restaurants in New York City. From that modest beginning, credit cards have become an indispensable part of modern...
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