What are some qualities I should look for when I hire an employee who will interface with customers?
If your company is to differentiate yourself through delivering exceptional customer service, the hiring process is critical. You must hire people who just naturally want to give good service. Through a series of carefully crafted questions detailed in the book, you need to uncover the candidate’s natural style. Look for people who smile a lot, use good eye contact and have a naturally pleasant voice. Then use scenario questions to uncover their basic attitudes and to see how they would handle problem customers and difficult situations. Make a shopping list of the knowledge and skills that you know will be necessary in the job. Look to the employees you already have. What skills and attitudes do they exhibit? Then ask questions to see if the candidates have those.
