When billionaire Clay Mathile, former CEO of Iams Pet Food, realized that his best customer service representatives loved both animals and people, it was one of the keys to the company's success. Often times, personality traits are overlooked in the hiring process. But when it comes to customer service, hiring against personality instead of experience will be a huge advantage for your team.
This notion is supported by Kevin Eikenberry, a learning and leadership consultant. He believes the best customer service people "have to genuinely like people." Eikenberry says "If they don’t like people (or the people who are their customers), it is going to be much harder to influence them to deliver better customer service." To be successful, they should focus on the people side of the equation rather than the task. This will help especially in stressful situations.
Can this skill be observed before the interview and the hire? Check out their social media activity. If your candidate consistently interacts in a helpful and supportive way with people online, chances are that he's a "people person" and could be a good fit.
[Business Management Daily]
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