Hiring frontline reps is one of the most important parts of the customer experience process. Bringing someone in with the wrong attitude, skill set, or cultural outlook can be toxic to a team, wasteful of time, and damaging to the customer experience.
So, what characteristics should you look for when hiring for entry-level customer service? Should you focus on skill set or attitude?
There’s an old expression that says “Hire the smile, train the skills.” And what that means is to look for personality first. Often, when hiring those new to the workforce, this approach makes sense; however, there are many more attributes that make a great customer service rep, even one with little to no experience. Read more