There was some interesting conversation around the water cooler regarding my previous blog “Can You Make Me Pretty?” One of the conversations, centered around the fact that happy employees equal happy customers. There was a consensus that when employees are doing what they love, they naturally give their best effort. This, in my opinion, supports the statement that having the right fit for any role in your company helps you to achieve your goal of delivering superior customer service.
The right employee brings the right skills, attitude and attributes to your company. This employee is self-motivated & driven. The right employee will buy into your vision, mission, and core values. The right fit for any customer service role should be someone who is pleasant, engaging, a problem solver with some leadership qualities and should be someone who loves people (a people’s person). The right fit for a service representative will also have good listening, thinking, and speaking abilities.
Customers hold COMPANIES responsible for the service levels they receive. Companies depend on employees to deliver superior service. Customers decide whether or not they will conduct business with your company again based on the service levels they receive. Companies rely on customers to make profits and to be successful. It is therefore the COMPANY’S responsibility to ensure their service commitments are met. Hiring the right fit helps your business to succeed. When customers receive poor treatment, the company loses. They lose the customer and any profit that customer may have generated. Customers leave COMPANIES – they do not leave employees. If customers are holding the COMPANY accountable for the service levels they receive, COMPANIES should:
1.) Hire the right fit
2.) Share their service standards
3.) Hold them accountable for delivering it
Hiring an employee who does not “fit” the role will create more issues than it solves. Chances are it will lead to disappointments, disagreements and dissatisfied customers.