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Top : Hiring Customer Service Representatives: You can, and usually have to train your customer service representatives, but things are a lot easier and more profitable if you HIRE good people suited for the customer service roles. That's what this section is about.
Articles:
How to Hire the Best Customer Service Representatives - Associated Content from Yahoo! - associatedcontent.com - by Penny HarmonWhen hiring customer service representatives, a business should be looking at hiring the best they can. If not, they will have a high turnover rate, as they are not getting the best fit for the company. Everyone knows"" " if employees are not happy, they will leave. If you don't find a good fit for customer service, the employee is not going to be happy. The customer service department is sometimes the first initial contact the customer has with the company. You want to make this first initial contact professional and helpful to the customer. By hiring the best customer service representatives, your business could be known for its quality of world-class customer service.""What Should Each Customer Service Representative Have To Qualify? (Added: 17-Dec-2010 Hits: 268 )
Hiring for the Best Attitude - Hiring for Customer Service - by Paul Marrero
As managers, one of the tasks we face is hiring employees with the right combination of attitude and experience. Interviews are often scheduled at our busiest times. We normally do not have a very long time to get to know the applicant well enough to say whether or not they are teachable, courteous and technical enough to fit into the organization."Here are some thoughts on the hiring process (Added: 15-Mar-2011 Hits: 301 )
Zappos' Hsieh: Hire and Fire Based on Cultural Fit | BNET - by Jessica Stillman
The Find: The CEO of successful online retailer Zappos goes out on a limb and suggests employees should be hired and fired based on how they fit in with the company culture alone."The Source: An interview conducted by Seesmic founder Loic Le Meur with Zappos CEO Tony Hsieh in a bathroom at this year's TED conference and posted on ReadWriteWeb. (Added: 17-Dec-2010 Hits: 406 )
Zappos Customer Service Strategy - by na
In order to hire the best customer service reps, they came up with a strategy in hiring only the best fit candidates. Zappos would offer new hires $2,000 and a week's salary from training just to quit as a way to screen out for the best candidates. The company believes that the employee's own character, habits, social skills and able to commit and adjust to its culture are the most important assets for its company. (Added: 17-Dec-2010 Hits: 401 )
How to Find and Hire Stellar Customer Service Representative - by Customercentricity
Ten page pdf on recruitment and hiring practices to get the right customer service representatives on board. Pretty basic stuff. (Added: 26-Nov-2011 Hits: 189 )
Hire Right - Crucial Step in Customer Service and Satisfaction | Transforming the Customer Experience - by Kristina Evey
Hiring the right people is the single most important factor in delivering the best customer service. In this video, I explain why and what you need to take into consideration…….. (Added: 17-Dec-2010 Hits: 372 )
Hiring the Best Customer Service Representatives (CSRs) With a Pre-Employment Hiring Assessment - by na
Many organizations proudly proclaim that providing outstanding Customer Service is the hallmark of their organization and its primary competitive advantage. ""So why is it that so many of us experience such poor levels of Customer Service from these very organizations?""The answer is poor hiring decisions and the Job Mismatch problem. (Added: 15-Mar-2011 Hits: 207 )
Hiring and Firing Best Practices - by Chris Keimig
Not written specifically for hiring and firing customer service representatives, but some good solid advice applicable to all hiring situations (Added: 26-Nov-2011 Hits: 222 )
Why Zappos Offers New Hires $2,000 to Quit - by Keith McFarland
I met Tony Hsieh, CEO of billion-dollar e-tailer Zappos, on a shuttle bus at a CEO conference a couple of years ago. So I was interested when Bill Taylor posted a piece on Harvard Business Online about a startling hiring practice at Zappos a few months back.""Yes, the company's breathless pursuit of the ultimate customer experience is the stuff of legend. Zappos offers extremely fast shipping at no cost and will cover the return shipping if you are dissatisfied for any reason at any time. Customer service reps are given a lot of leeway to make sure every customer is an enthusiastic customer. The company folklore includes an anecdote about reps delivering flowers to a customer whose mother had recently died. (Added: 17-Dec-2010 Hits: 341 )
How to Hire the Best Customer Service Representatives - Associated Content from Yahoo! - associatedcontent.com - by Penny Harmon
When hiring customer service representatives, a business should be looking at hiring the best they can. If not, they will have a high turnover rate, as they are not getting the best fit for the company. Everyone knows"" " if employees are not happy, they will leave. If you don't find a good fit for customer service, the employee is not going to be happy. The customer service department is sometimes the first initial contact the customer has with the company. You want to make this first initial contact professional and helpful to the customer. By hiring the best customer service representatives, your business could be known for its quality of world-class customer service. (Added: 15-Mar-2011 Hits: 222 )
There's a Key To Slowing Customer Service Rep Attrition - by Ben Stephens
How do you hire the right people for your customer support positions? In more than 20 years of working in customer support, I've noticed that the inability to crack the code has been a surprising constant. It seems this would be an easy problem to solve. You just hire people with the appropriate skills, right? Actually, knowing which skills to put first and foremost on the list of hiring criteria is the biggest obstacle to successful customer service hiring. ""The good news is: It's not too late to learn how to prioritize skills in such a way that you are consistently hiring customer service representatives who are well-suited for their jobs ... and much less likely to attrite in the long-term.""The first step in creating a hiring process that results in the "right hires" for customer support positions is to put the soft skills every successful customer support position requires at the top of your list of hiring criteria. These are behavior-based traits that enable customer service employees to appropriately and successfully interact with your customers. They include active listening, negotiation skills, articulation and voice tone. (Added: 15-Mar-2011 Hits: 204 )
5 Tips for Hiring Customer Service Professionals that DON'T Suck - by David Filwood
Even during these times of high unemployment - a Job Candidate who is a strong fit for a Customer Service (CSR) Call Center Agent position is only on the job market for five business days and will receive an average of two Call Center Job Offers. Call Center employers need a fast, cost-effective, and highly-predictive process in order to weed out the Job Candidates who will burn out fast because they aren't qualified or suited for the work - and identify the people with the Skills, Personality/Job-Fit, Motivation, and Work Ethic to be Top Customer Service Representatives.""Here are 5 fast, easy and cost-effective Best Practice Steps you can take in order to recruit more Top Performing Customer Service (CSR) Call Center Agents: (Added: 26-Nov-2011 Hits: 236 )
Hiring And Developing The Best Customer Service Representatives - by na
Overview: The top three qualities or competencies to look for when hiring new customer service representatives are strong communication skills, including good voice quality, grammar and articulation, customer service skills and experience, including an ability to work well with the public and an ability to adopt a customer perspective and technical skills, including proficiency with computers and support systems. The training areas include systems and computer skills, customer service and product training., industry training, writing and telephone skills, problem identification and problem-solving skills etc. The most effective way to enhance agent skills is through professional development, performance measurement and quality monitoring, feedback and coaching. Registration required. (Added: 15-Mar-2011 Hits: 329 )
Hiring customer service staff - by George Chidi
There are plenty of people looking for customer service work because most people think they can do the job. According to comScore, an Internet search tracking company, more people searched for the term %u201Ccustomer service%u201D than any other occupation in June 2009. An entry-level consumer customer service job usually requires no advanced education and few technical skills %u2013 just the ability to calmly help people with sales problems.""Or so it seems. (Added: 26-Nov-2011 Hits: 260 )
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