The #1 problem when seeking new frontline customer service staff
Attracting and hiring frontline customer service staff is costly in terms of time, money and effort. A poor recruitment process can leave you crossing your fingers and hoping that you make the right decisions because you know if you get it wrong, it can cause disharmony in the team and jeopardise the level of service your customers receive.
All of this finger crossing and hoping happens when you don’t have a plan - you only rely on a “HOPEFUL RECRUITMENT” process and it’s the #1 problem that leads businesses into a sea of other problems.
Identifying and matching the skills and attributes required to succeed in a customer service role is not always easy. The good news is, there are key things you can do to reduce anxiety and increase the possibility of attracting and hiring a perfect match for your team and your customers.
DIY SOLUTIONS
Talk to your most engaged, happy or longterm customers. Ask what they consider as excellent service and seek to hire people who have the skills to meet or exceed those expectations.
Advertise clearly. Confirm that you are seeking Customer Service Professionals – people with a genuine passion for helping others and the desire to keep improving.
Set the stage. Create an interview environment that is welcoming and allows time for an informal chat with the candidate/s ie: “Let’s make a tea/coffee or get some water before we start”. General chat will help to reduce the nerves of the candidate/s as well as give you an insight into how they communicate.
Dig Deep. Ask questions that require a candidate to elaborate on their service success stories i.e. “Tell me about a time you exceeded a customer’s expectation.”
LET US HELP YOU
We will help you identify Customer Service Professionals with the use of DISC Advanced® behavioural profiling assessments. We train you in the fundamentals of the DISC model and provide you with reports that identify a candidates’ natural customer service strengths and the value they would bring to your team.
Along with the DISC Advanced® reports, we also provide DISC Job Profilng. We proile the vacancy so when it’s time to fill the position you have content ready for advertising and for a position description and you can match candidates based on DISC assessments. It’s not about finding a 100% fit for the role, it’s about uncovering the strengths of candidates and making adjustments to improve the success of the appointment.
TESTIMONIAL
“Cate and the Lightbulb Training Solutions team are a pleasure to work with. Cate listens to the needs of the business and has helped shift the mindset of how we manage and work with others. The knowledge and use of practical tools such as the DISC model, enabled individuals to gain greater levels of self-awareness and help them adapt their working and communication style to suit others.” Aine Murphy - HR Manager MAB Corporation