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How to Find and Hire Your First Dedicated Customer Service Representative

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Whether you’re a business, duo or solo-entrepreneur there comes a point in your company where customer interactions will be constant and time-consuming.

You don’t want people who see customer support as an entry level job into your company before they can make their transition into their desired department. Customer support is an art, and the people you employ need to enjoy it and be passionate about it.

Recruiting the right people to join your customer service team can be one of the most tactful ways of getting your business ahead.

It’s crucial to hire the best talent possible. Your customer service team is the often the only human-to-human contact your customers will have with your brand. They have the power to make great impressions and delight, but can also cause upset and bad feelings.

Hiring the best support pros around will help keep your customers happy, solve their problems and help your team become renowned for it’s customer service in your industry.

Your people are your company’s most valuable resource.

Publicada em: Negócios
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How to Find and Hire Your First Dedicated Customer Service Representative

  1. 1. How to find and hire your first dedicated customer support rep Get H.I.R.E.D
  2. 2. So it may be time to hire your first customer support rep. But it’s difficult to know what, where or how to look if you’ve not done this before. Spending too much time on customer service means you can’t focus on growth, scaling and products. Let us walk you through first hire. Systems and elimination Handling applications Get ahead and learn when you should be hiring your next support agent
  3. 3. Hiring a support rep will help you: Regain your focus! Ask yourself: “Am I working in my business or on my business?” Remember: Eliminate before you delegate Eliminate time consuming interactions Give your customers the expert attention they deserve
  4. 4. Scalable systems of support “The best executive is one who has sense enough to pick good men to do what he wants done, and self-restraint enough to keep from meddling with them while they do it.” Theodore Roosevelt
  5. 5. But is it not just hire and off they go? Unfortunately not. If you don’t share your entire knowledge to your support team and give them the responsibility they need, you’re going to end up wasting your time, their time, and your customers' time. Get things done faster by delegating the infor- mation AND responsibility to your support reps. Remember: Empower your support reps
  6. 6. You can grow through great service “Having talented customer service representatives elevates your brand and supports the most powerful form of marketing: word of mouth.” Molly Reynolds President of Public Relations, Trepoint
  7. 7. Customer support is an art, and the people you employ need to enjoy it and be passionate about it. Customer support reps bring a unique flow between your business and the outside world. Consider candidates with volunteering experience - it means they love helping people.
  8. 8. Get The Essential Guide to Hiring Customer Support Excellence You can dream about having a great support team - or you can make it happen. Check it out!
  9. 9. Honest Intutive Respectful Empathetic Detailed Get H I R E D The HIRED method will make sure you hire someone with the right skills and knowledge for your team. If you look for these key personality traits, you’ll be sure to hire someone who you can trust to represent your brand and make your customers happy.
  10. 10. Honest Your support rep shouldn’t have to lie to customers in order to resolve issues. They should have the skills and confidence to tell customers the truth about issues in a way that is helpful to resolving the situation. Get H I R E D
  11. 11. Problem solving should be your support rep’s forte. Not only should they be creative with how they solve customers’ problems, but they should have the foresight to spot a potential issue and tackle it before it becomes a problem. Intuitive Get H I R E D
  12. 12. Respectful Your support rep should be mindful to the fact that the customer has taken time to get in touch. They should aim to be as helpful and personable as possible while resolving the problem efficiently. Get H I R E D
  13. 13. Empathetic Your support rep should be able to empathise with all customers, even those who are angry or frustrated. They should make all customers feel listened to and understood, every time. Get H I R E D
  14. 14. Detailed Your support rep should be observant, fastidious and able to get to the root of a problem quickly. They shouldn’t skip steps, or miss any information. Get H I R E D
  15. 15. Learn from the best Draw some inspiration from some of the smartest hirers around. “Delivering good customer service requires frontline workers to receive support from co-workers - in effect, a chain reaction of teamwork that is consistent from beginning to end. And the chain of assistance is only as strong as its weakest link.” Richard Branson Global entrepreneur
  16. 16. "Invest in your team. At the end of the day, JetBlue is able to deliver award-winning customer service because of the talented, passionate and committed crew members who truly believe in our values and our mission, delivering on both each and every day.” Phil Ma JetBlue, Manager of Advertising
  17. 17. “The strategic decision that transformed my company [was] the decision to make the quality of our service a competitive advantage and a distinguishing factor that would be recognized by the general public.” Isadore Sharp Founder and Chairman, Four Seasons Hotels and Resorts
  18. 18. Grow your business through better customer service with Kayako, the unified customer service platform. customer service kayako.com @kayako