{"id":19637,"date":"2020-04-23T17:08:15","date_gmt":"2020-04-23T17:08:15","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=19637"},"modified":"2022-10-05T15:32:38","modified_gmt":"2022-10-05T15:32:38","slug":"which-5-traits-would-you-choose-to-build-the-ideal-customer-service-agent","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/which-5-traits-would-you-choose-to-build-the-ideal-customer-service-agent\/","title":{"rendered":"Which 5 Traits Would You Choose to Build the Ideal Customer Service Agent?"},"content":{"rendered":"\"Customer\n

Great service means great people. Steve DiGioia looks at the key traits you need to consider when hiring your ideal Customer Service Agent.<\/strong><\/p>\n

We scour resume after resume in search of the best candidate. But, as a service provider, we never truly know the applicant\u2019s skill set until they\u2019re hired and in contact with your precious customers.<\/p>\n

Sometimes we\u2019re lucky and hire a gem who goes on to build customer relationships lasting years. This is a dream hire. But other times, we hire a dud who chases our clients away. You can\u2019t get rid of an employee like this quick enough.<\/p>\n

Imagine if you could build the ideal customer service agent. What would you do? What skills would you desire? What personal characteristics are so important to you, and your customers, that each new hire is required to possess?<\/p>\n

Go ahead and pick your top 5 traits that you\u2019d choose to build the ideal customer service agent.<\/p>\n

Poise – <\/strong>Always cool under pressure and never seems to get \u201crattled\u201d when things go bad.<\/p>\n

Confidence – <\/strong>Fear takes a back seat to this person who\u2019s not afraid to take the lead.<\/p>\n

Empathy – <\/strong>You can feel the pain of another and are able to understand their point of view<\/a>\u00a0without it conflicting with yours.<\/p>\n

Self-starter – <\/strong>No need to wait for someone to \u201csay go\u201d, you\u2019re ready to start your project right away. You have little need for coaxing to get it done and seldom need help from others.<\/p>\n

Curious – <\/strong>Interested in why things are, why they happen, and how to improve on the present way of doing things.<\/p>\n

Can Go Off Script – <\/strong>Nobody needs to write your words. You can \u201cthink-on-your-feet\u201d as needed and relish the opportunity to find a solution to solve the issue of the day.<\/p>\n

Coachable – <\/strong>You\u2019re not a \u201cknow-it-all\u201d and will easily take directions and suggestions. Even if you already know the answer you politely give thanks for the advice and counsel.<\/p>\n

Patience – <\/strong>Not everything should be rushed. You can identify situations where customers and fellow team members need more time to explain, recall, or summon information. You\u2019re a good listener too.<\/p>\n

Anticipatory – <\/strong>To you, what may happen is just as important as what did or didn\u2019t happen. You plan for the unforeseen and know what to do if it happens.<\/p>\n

Self-Aware – <\/strong>You know how your actions, mannerisms, and words affect others. You\u2019re able to manage your emotions and behaviors and know how others perceive you.<\/p>\n

Timely –\u00a0 <\/strong>You get tasks done as needed and when needed. On-time is not good enough. You want to be early, \u201cjust in case\u201d.<\/p>\n

Goal-Driven – <\/strong>You put your plan to paper and the plan is the road map to your success. You know where and when you must do something to reach your intended target.<\/p>\n

Big Picture Thinking – <\/strong>You\u2019re able to come up with new ideas, create opportunities where none existed, and revamp existing ways to streamline and improve the status quo.<\/p>\n

Sweat the Small Stuff – <\/strong>No detail is too small for you. You understand how each task, each product, and each employee must be at their peak to operate efficiently and profitably. You\u2019re hands-on to ensure all goes well.<\/p>\n

Life-Long Student – <\/strong>School is not the end of your learning. You routinely take classes or online courses, read industry magazines, or listen to podcasts to increase your knowledge and provide value to your employer and customer.<\/p>\n

Willing to Try Something New – <\/strong>Just because \u201cwe\u2019ve always done it this way\u201d doesn\u2019t mean there isn\u2019t another alternative that may work even better. Those who never tried something new, lose out on potentially magical experiences.<\/p>\n

Respectful – <\/strong>You follow the \u201cgolden rule\u201d and show respect up and down the chain of command.<\/p>\n

So, you\u2019ve picked your five top traits to build the ideal customer service agent. You\u2019re all set. But are you? Do you only need 5? Can any agent be ideal with just 5 top traits? Probably not.<\/p>\n

What\u2019s next?<\/strong>\u00a0Pick your next 5 traits and keep going. Do the exercise again. Then What?<\/p>\n

How about identifying the position-specific characteristics needed to perform the job.<\/p>\n