When looking for customer service reps and/or employees who have to interact with lots of folks, look for people who get real joy out of helping others.
During interviews, ask: “What charges or keeps you batteries charged? What drains your internal battery? How do you deal with those situations or people that seem to drain your battery?”
The above was inspired by Ron Kaufman and this excerpt from Uplifting Service:
“Every time she made a child smile, she seemed to get more energized, like her battery was being charged over and over again She got as much juice out of teaching the kids as they got from being with her. The lesson I learned from watching my grandmother work was as clear to me then as it is today: providing service to someone else gives you something back. Making other people feel good somehow makes you stronger.”
BOOK REVIEW: “Mel Kleiman’s new book, The 5 Firsts, is a must read for every manager. So many books are focused on theory, but short on practical steps that can be implemented immediately and with little cost. Once again, Mel has hit the mark, providing an easy five step recipe to help new employees feel respected and valued from the moment they walk in the door.” —Monique Kahkonen, Director, Human Resources. To order, click here.