Are you in the process of hiring customer service professionals for your company? Read through these 7 tips to get the best candidates.
The hiring process for any business big or small is an important one. It’s the difference between an employee who sticks around for a year, to someone long-term.
A lot of recruitment drives can be poorly managed. They can lack detail. As a result, they hire individuals who might not be best suited for the role.
With that being said, there are some useful tips that this article will share. It will help your company hire the best customer service professionals. Due to the pandemic, there are plenty of applicants to choose from. So as a business it’s important to be more diligent when hiring in 2021. Here are seven tips for hiring the best customer service professional for your company.
1. Create customer support scenarios to assess performance
For the second or third stage interviews, it may be wise to try performance-based scenarios. This can require you to set up different customer support situations. The employee will then be expected to act out how they’d handle it.
By conducting these scenarios and seeing how the candidate would react. It should give you an indication of how good they are for the role itself.
If a physical scenario isn’t possible, then a customer service test is useful. This can be great for seeing which candidates handled it correctly.
A person might look good on their resume alone. However, it’s still necessary to see their experience in action. Otherwise, they could turn out to be a bad fit. These are just two examples of how you can find potential in the candidate.
2. Be clear on the job description and expectations you have
Be clear and concise with the job description and expectations you have as a company. This can often be where recruitment can fall at the first hurdle. They’ve not thought enough about what the business wants and needs from new hires. Be thorough in detailing what’s expected from them as customer service professionals.
Each vacancy can cost a company on average $500 dollars per day. It’s money wasted if you’re not spending the time creating the right job description.
When drafting up a job description consider this. Whoever is writing it should have knowledge on what duties are needed for the role. This is also the case for the experience that’s needed. The same goes for key skills that the applicant will require.
A top tip for job descriptions is to be very specific. Make sure any expectations are made clear before you hit publish on the job listing.
3. Identify and incorporate your company’s values for customer service
Every business will have a different set of company values and morals. This can be in relation to the organization as well as the workforce and customers.
It’s important to be mindful of selecting customer service professionals who align with your company’s values. There may be customer service professionals who have experience. However it’s with previous companies that don’t operate in the same way as yours.
Be sure to remind those during the hiring process that the core values matter. Your business values need to align with theirs. It’s not just about a potential hire being the right fit for you but vice versa.
Core values within a business or individual aren’t something that can always be adapted to. To avoid the risk of them not complying, ensure they agree with company values. If not, you may have to terminate the contract sooner than necessary.
4. Hire those with a drive for customer service or track record
Depending on your customer service team, you could hire people with little to no experience. However, there are going to be some whereby you need experience. That, or a proven track record of providing customer support in some way.
70% of consumers make a choice to support a company that delivers great customer service. Your company may not be able to hire someone without proven experience in the field. The risk of losing customers may be too great. The customer service professionals are very influential part of a customer’s decision on the business. It’s the difference between staying with a business or leaving it for green pastures.
Be sure to take a look at the employee’s previous experience in customer service. It’s also necessary to make contact with their references when offering a job. It’s not always the case, but lying on a resume is more common than you’d think.
According to a study by Zippia, 30% of people exaggerate their resumes. Surprisingly, mostly never get caught. References are a useful thing to utilize when proving the employee’s capabilities in the role.
5. Find methods to help test their personality
Experience and skills are a critical part of hiring a customer service professional. However, personality matters too. It’s essential to assess the fit of their personality to the company dynamic. They need to be the right match.
If your team tends to be social butterflies, an introverted person won’t be right. Every company is a little different when it comes to company culture. It’s useful to know what your own company culture is when hiring. That or the person hiring needs to be informed of what to look for.
A good way to find out someone’s personality is to conduct behavioural-style assessments. This can be a great way to check they’re a good fit for company culture. The Meyers-Brigg type of assessment can prove useful. You could also ask personal questions before the interview. This could be what hobbies they enjoy or to give a brief insight into their life so far.
Be sure to look at the results and take on board how questions are answered. It should give you a good indication of whether or not they’re the right match. Personality is an important factor when hiring customer service professionals. Don’t forget to incorporate it into the interview where appropriate.
6. Prepare for the interviews and choose questions carefully
Good interview prep is going to be handy when it comes to the interviews themselves. Without that interview prep, you could end up hiring the wrong candidate.
To pick the best customer service professionals for your company, consider a good mix of questions to test the interviewee.
Simply asking them to explain what the company does is useful. It’ll tell you whether they bothered to do any research prior. This is a good indication of how much they care about the company. No research is likely a red flag to go no further with the candidate.
There’s a balance between too many interviews as there is with too many questions. It’s good to be wary of how long your interview lasts. Do a practice run with a fellow colleague to see how long it takes. Whilst you want to get all the relevant questions answered, too many and it’s exhausting.
Ensure the same questions are asked and an interview sheet is used for each interviewee. This will help your organization to refer back to your notes when reviewing candidates. With so many interviews happening, it can be easy to forget one or two.
7. Retrieve feedback from those you hire and don’t hire
Finally, one of the big mistakes that companies make when hiring is feedback. Companies often don’t get feedback from the candidates they hire. The same goes for the ones they don’t hire during the recruitment process.
Getting feedback on the hiring process, provides insight into what worked and what didn’t. Like any part of the business progression, the more you learn, the better. When it comes to recruitment drives, there’s room for improvement. Don’t let valuable feedback slip through your fingers.
It’s worthwhile putting together a feedback form that the candidates can fill out. For those who aren’t hired, it’s good to offer this. This can be in exchange for your feedback on the candidate. Helping out one another is good to do for recruitment especially.
Improved knowledge on how effective or ineffective your hiring is, will help for future recruitment. It may also positively impact the quality of hires you make for the company. All of which is going to directly influence the company’s success moving forward.
Put in effort when hiring a customer service professional
There’s certainly a temptation to do a ‘copy and paste’ style recruitment drive. However, each hiring process can be different depending on the job and what’s required. It’s vital to put in the effort, resources and finances to hire the right people.
Customer service professionals are integral to your business. So they should really be getting the star-quality treatment when it comes to recruitment drives. Be sure to have a detailed job listing. Know what questions to ask and how to assess the candidate’s potential. With these methods of hiring, you should see plenty of talented individuals coming your way.
Freelance writer for many clients including Skale, Natalie has two years of copywriting experience. Natalie has a wide range of experience copywriting for web pages for businesses across many industries. She’s also an owner of two blog websites and a Youtube content creator.