Did you know that nearly 70% of people would spend more money with a company that has good customer service?
Hiring the right customer support staff is essential to a thriving business. If your customer service doesn’t take good care of the people buying from you, it’s unlikely they will come back or tell their friends.
Continue reading this article to learn more about how to hire customer support professionals.
Post Contents
Look for Essential Skills
Working in customer service can be difficult for support agents due to the high-stress environment. Finding people that can stay calm under pressure, are good at problem-solving, and have empathy for others is a good start.
Some other good skills to look for in people you hire for your team are as follows:
- Good at communicating
- Confidence
- Patience
- Good attitude
- Personal accountability
Finding people with these skills will allow you to get the best result out of your team.
Use Roleplaying
Before hiring someone, it would be helpful to see them at work in the position. While that might not be able to happen, you can use roleplaying to get a good idea of how they will respond.
If they look like they would do a good job, you can also use roleplaying as a helpful teaching exercise. Try different levels of customer satisfaction and dissatisfaction and see how they deal with things.
Check Tech Knowledge
While not all positions require someone to know technology well, it is important that they know how to use the equipment they work with. If someone doesn’t know how to use a PC, they might not be the best fit for the position.
Being able to enter customer information into the customer database and to use other systems with ease is important when you want someone to be able to gather and enter information quickly. Customers usually have only a little patience left when they call in to customer support, so you don’t want to push them to the edge.
Make Sure They Understand Their Role’s Importance
Someone with all the skills and the technology know-know can still do a bad job if they don’t understand how important their job is. Letting people know the specific things you’re looking for as far as results and how they can help is key.
When you let someone know that their job can either make or break thousands of dollars in revenue for the company, they’ll feel much more important. Instead of just letting someone think they’re answering the phone, let them know their true importance.
Building the Best Customer Support Team
Now you know more about how to hire customer support people that will do a good job for your company. Use the above tips, and you’ll have a support staff that will make you proud and helps you get good results.
Do you want to learn more about hiring and other important business issues? Keep going through our blog for more.