Hiring,Customer,Service,Repres business, insurance Hiring Customer Service Representatives That Are A Perfect F
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© Kathi Graham-Levisshttp://www.xbcoaching.comHave 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 dont 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 SteadinessThese 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:Influencesocial and verbal aggressivenessoptimismgood persuasion skillsvision of the big pictureSteadinesspeople-orientedloyal to those they identify withgood listenerpatient and empatheticlikes a team environmentlong service is deemed importantA 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 Readers 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.
Hiring,Customer,Service,Repres