If we were to analyze an organization that is known for providing outstanding service, we will soon recognize certain characteristics that each team member tends to have. These qualities give a clear advantage in consistently providing five-star service. What we will also find in these organizations is the ability to hire the best people for the position. This of course is the key in building great service. In the final analysis, great customer service is the result of having a great customer service team.
This is why the hiring process is so critical if we are to create an organization with a reputation for outstanding service. Get the right people and great service will follow. The smart companies look for certain qualities when they are deciding on whom to hire. These character traits give an indication of how well each potential employee will perform with customers. By understanding the following nine traits to look for when hiring, we will begin to make the right decisions in who is qualified in providing five-star service. Let’s look at nine character traits and see why they are important.
1. Hire those who are most interested in the job
When deciding what candidate would be best at delivering five-star service, it is important to recognize those who are most interested in the job. It sounds elementary, but this thought is widely overlooked in the hiring process. By basing part of our decision on how interested and eager each candidate is in obtaining the position, it can also give us a clear indication of how well the candidate will do in serving
2. Hire those who avoid complaining
I am convinced that the best service teams consist of individuals who seldom complain. These superstars understand the damage that complaining can have on an organization. Not only can this attitude bring discord among the service team, but it can also erode a whole organization. Constant complaining does nothing but tear down a team. In order to build five-star service, we must avoid this attitude at all cost.
3. Hire those who have thankful attitudes
The attitude of thankfulness is essentially opposite to the attitude of complaining. If we are to produce five-star service, it is important to choose those who can convey appreciation to the customer. One vital characteristic in all customer service superstars is their ability to show thankfulness to those around them This attractive feature will draw customers back because everyone responds well to an attitude of gratitude. This is important to understand if we are to build a super customer service team.
4. Hire those who show good eye contact
Proper eye contact is essential if we are to give five-star service to our customers. This is because one of the ways of gaining confidence with our customers is to show them through friendly eye contact that we can be trusted. It has been said that the eyes are the windows of the soul. Our customers need to know that we can be trusted if they are to perceive our service as outstanding. Offering friendly eye contact is
essential in gaining our customer’s trust.
5. Hire those who are respectful
I am convinced that the best service teams have a group of individuals who are respectful toward each other. They consistently display proper respect and good old-fashioned manners to not only their customers, but also to fellow team members. Because all business essentially comes down to one person helping another person, having a staff that displays respect will make all the difference in how customers perceive the service. Those who are best with customers are excellent at showing respect.
6. Hire those who are “others centered”
Providing five-star service will only work when we have a team that is focused on others and enjoy meeting their needs. In order to do this it is essential that we hire those who have a heart to serve. The only way that this is possible is by taking our eyes off of ourselves and becoming others centered. When we have this selfish attitude we tend to provide poor service because our heart is not into meeting the customer’s need. It becomes more of an inconvenience when a customer needs our assistance. A selfish attitude sees each customer as an interruption.
It we are to hire the right people, it is vital that we get a sense of how much they enjoy helping others. We can hire service oriented people by asking the right questions and carefully listening to the answers provided.
7. Hire those who show enthusiasm
Enthusiastic people have a way of making the experience for the customer more exciting. Because we live in an economy where our customers want an experience along with the product, who is more qualified to offer this better than an enthusiastic person? How many times were you excited about purchasing a product or service and had the person assisting you enthused as well? They showed sincere enthusiasm and this only made your purchase all the more better! This is the power of enthusiasm. If we are to produce great service, we need to surround ourselves with a team that actively takes an interest in each customer and share in their enthusiasm.
8. Hire those who get along with others
Another important trait to look for when hiring is to find those who get along well with others. This is vital if we are to build a great customer service team. When everyone works together and helps each other, we will find an organization that knows how to deliver great service. One tip in finding out how well the possible candidate gets along with others is to look at his or her past employment record. If the candidate has a track record that shows a tendency to jump from one job to the next, it could indicate that they may have a difficult time working with others. On the other hand, if an employment record reflects job stability and long-term service with one or two organizations, this may possibly reflect a person who knows how to work well with others. Great customer service is having everyone work together for a common goal.
9. Hire those with a great work ethic
One final thought on hiring the right people who will deliver five-star service is to find those that are not afraid to work. By this I mean employing candidates with a strong work ethic. Excellent service is the result of having a team that can go the extra mile in meeting the needs of each customer. In order to do this, we need to hire those with a strong and solid work ethic. When an organization is surrounded with people who know how to get the job done, we will find that five star service soon follows.