When hiring new employees, how can you be sure to maintain a positive Customer Service Environment within your business?
Consider our interview and training approaches as we share traits and skills that will integrate seamlessly with your team and ensure quality service to your customers.
Interview Approach
First consider your interview approach. Are you coming to the interview in a “hurried mess” because you just finished another appointment? Or are you relaxed and portraying the positive environment you want this new employee to help support? What type of environment you showcase during the interview is the expectation of behavior the applicant will leave with.
Modeling the environment for which you are hiring allows potential employees to see your expectations in practice. You might even go a step further and ask them to come dressed in your company dress code to see how they would be seen by your customers.
Group interviews provide an opportunity to see how a potential employee interacts with others. Some important traits to look for include
- Attentiveness -Are they “hearing” or “listening” to what is being said?
- Clear Communication -Do they have to repeat themselves often when speaking? Are they using terms that a customer would understand, or industry “speak”?
- Positive Language -What types of answers are they giving during conversation? Is everything a chore or are they excited about what they do? If customers overhear their conversation will it hurt your client relationships?
- Acting Skills -When role playing, the role of a disgruntled client can show a person’s ability to read the situation and as an employee respond in a more positive way. How does the applicant approach this?
- Empathy -Can the applicant connect and empathize with your clientele? Empathy helps to create those great relationships with clients that keep them coming back.
Individual interviews can be used as a second interview to better asses promising applicants. This time can also be used to determine their knowledge and what training would be needed to bring them on as part of the team. Their responses during role play tasks will give you a better sense of how they work and interact with others. Try to provide a situation where each individual can perform a task that highlights the following skills…
- Focus
- Willingness to Learn
- Knowledge
- Ability to Handle Surprises
Training Approach
Once you find that new employee, keep in mind their training experience will play a huge role in their success with your company. Not only do you need to share specific knowledge about your company, but don’t forget to share your expectations for the work and service they are providing. Some service rules to consider when reviewing your Handbook or Training Manual are
- Acknowledging the Customer -This includes the how, when, and where. Is the expectation to greet each customer as they enter? Is there a receptionist who does the first greeting and other employees greet when helping individually?
- Answering the Phone -Do you have a specific script they should follow? How many times should the phone ring before it is answered? How do you determine who answers the phone?
- Communicating Wait Time -This is a need between employees as well as to customers. How do you update the estimated times? What if there is a cancellation or a client who is late to an appointment?
- Common Multitasking -Do you expect a receptionist to also inventory? Does a stylist also answer phones? What common tasks might the new employee be expected to do at the same time?
Shadowing is a great way to help a new employee learn the expectations and ask questions. Consider pairing a new employee with a seasoned employee that embodies all the Positive Customer Service Traits that are a cornerstone in your business environment.