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Choose "People-Oriented" Customer Service Reps

Make sure you have "other-oriented" people in customer service positions. People who are motivated by the opportunity to serve others.

 
When you interview for these positions, use the trick Southwest Airlines uses. Conduct a group interview and make each interviewee stand in front of the group and speak on what they can bring to the company or why they want the job, or both. They'll think they're being judged by their speech. In reality, you judge the interviewees watching the speech. Those that give positive feedback to the speaker through smiles, nodding their heads, and attentiveness, will be good customer service reps. Those who don’t pay attention, don't look at the speaker, stare blankly into space, are self-oriented are not CSR material. There may be many positions these kinds of people can fill in your company, but customer service isn't one of them.

 

Jim Ackerman is a nationally renowned speaker and author of the book, "How to Get More Customers Who Will Pay You More Money, More Often." He is President & CEO of Ascend Marketing and the Alliance Group. You can reach him at jimack@ascendmarketing.com.

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