Outstanding customer service…nature or nurture?

By Kris Matz

Selecting the right people for direct-interaction service positions is essential. Of course it is critical to train service personnel in the products and services that they are supporting (nurture). This leads to ability and confidence to solve problems and answer questions.

But have you ever walked away from a service situation feeling the representative was stiff, scripted or insincere? That’s where nature comes into play!  Some people are simply better at the interpersonal interaction required for outstanding customer service.

• When selecting service representatives:
• Consider the tone of all interactions leading up to hiring (phone, email and in-person). Look for a good balance of friendliness and professionalism.
• Look for people that are patient enough to listen actively and consider their responses.
• Ask behavioral-based interview questions about positive and negative customer service experiences to gage attitudes.

Most people can spot insincerity or forced friendliness – this isn’t an impression you want to leave your customers with!