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In order to embrace the customer centric business model, enterprises need to hire customer-oriented employees, whose natural drive towards pleasing the customer and exceeding expectations is high.
There is no such thing as “perfect” employee, but you can filter potential candidates depending on their natural inclination towards customer service.
These traits are a clear sign of a top performing contact centre agent.
- Eager to please
- Thinking fast in his feet
Hard skills can be learned by anyone and honed with experience.
But soft skills are a different bunch, not even coaching will evoke a sincere willingness to serve or desire to satisfy customers, and teaching someone to become empathetic is nigh impossible.
Look for candidates that already posses this particular, customer-oriented mindset. That way your future contact centre agents will be aligned with the customer-centric business model from the get-go.