As we learned yesterday, the ultimate success of any business derives from the attitude of its employees. Good-natured employees not only diligently carry out their assigned tasks, but do so positively and creatively. They project good feelings and may find solutions to customer problems even where solutions don’t currently exist. That’s something even the best customer service training can’t teach an employee to do.
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Disgruntled employees, on the other hand, can sink a business, alienating all they come in contact with, including managers, colleagues, vendors and of course, customers. And all the customer service training you can do won’t likely change a basic bad attitude.
Customer service training should start with “nice people”
Based on the above realities, there’s one additional consideration that should be entered in the mix before customer service training gets underway. That’s the matter of hiring “nice people,” those with good interpersonal skills across all their relationships.
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To find such people, consultants suggest that, in addition to conducting formal interviews, companies see how candidates react in less staged settings Invite the candidate to play in a company softball game or ride along as the person drives a car. Aggressive tendencies and quick tempers you’d never see in an interview often become evident in such situations.
Candidates who remain cheerful and even-tempered under stress are likely to do well once they enter formal customer service training. “Nice people are easy to teach,” says Curry. “Nice people can learn anything.”