The Customer Service Workplace

As the manager of a customer service department, when reviewing applicants for open positions, I would be looking for candidates that demonstrate the key traits and skills emphasized in the readings for this unit. Some of the top qualities I would prioritize include:

 

Strong Communication Skills - The ability to speak clearly and articulately, listen attentively, and tailor one's communication style to the needs of the customer is essential. I would want to see evidence of excellent verbal and written communication abilities.

 

Empathy and Customer Focus - Successful customer service professionals need to be able to understand and relate to the perspectives and emotions of customers. I would look for applicants who exhibit genuine care and concern for meeting customer needs.

 

Patience and Adaptability - Dealing with a wide range of customer inquiries and issues requires patience, flexibility, and the ability to remain calm under pressure. Applicants should showcase examples of how they've handled challenging customer interactions.

 

Problem-Solving Ability - The ideal candidate will be a critical thinker capable of analyzing a situation, identifying the root cause of a problem, and working collaboratively to devise effective solutions. I would pose scenario-based questions to assess this skill.

 

Product/Service Knowledge - Having a deep understanding of the company's offerings and being able to explain technical details in a simple, understandable way is key. I would want to see that applicants have done their research and can demonstrate relevant expertise.

 

Positive Attitude - Enthusiasm, friendliness, and a genuine desire to help are traits that can significantly impact the customer experience. I would look for applicants who exhibit an upbeat, professional demeanor.

 

By evaluating candidates through this lens, I can be confident in building a customer service team that will deliver exceptional experiences and exceed the expectations of our valued clients.

If I were to be the manager hiring new workers for my staff there are a few traits or skills I would want them to have such as good communication skills, organized, familiar with computers or any technology we have, and the ability to help and calm down angry or frustrated customers. These are important things when working in customer service because you are the face of the company since you work directly with the customers.