Great CSRs Are Born, Not Made

Training is central to perfecting the art of customer service, no question. If piled together, the shear weight of the articles devoted to this subject would flatten Everest. However, extremely helpful as they are, most race right past the fact that some essentials for success in customer service cannot be easily taught, if at all. As a result, a lot of training is invested on the wrong candidates without great success.

The very best CSRs – or Research Project Managers, RPMs as we call them at Persuadable Research – come equipped with essential aptitudes. These qualities can be amplified and nurtured with training, but not wired in or awarded as if he or she were a character in need of a heart, brain, or courage. As with the Tin Man, the Lion, and the Scarecrow, these qualities are already there…or they are not!

If you are looking to build an exceptional team of CSRs, look for every one of these seven aptitudes in your candidates during your search and interview process, then train your new hires to the max to be their very best!

1. Confidence – Every client wants to interact with a CSR with a can-do attitude. Look for persons you can empower and give free-reign to get the job done. One caution. Don’t mistake fearlessness (the inability to recognize personal shortcomings) with confidence (a good self-image based on self-worth, knowledge, and experience.)

2. Happiness – A positive outlook is cheerily reflected in a person’s every thought word, and deed. A negative outlook, however, cannot be disguised or concealed. People who cannot experience life’s ups and downs with emotional perspective simply cannot be effective CSRs.

3. Sociability – In person, over the phone, and online – through all channels – CSRs need to be able to express themselves clearly and with energy. This comes easier to some more than others. Look for persons who are naturally articulate and choose their words skillfully. Sociable CSRs appreciate the value of speech and have an ability to draw out the customer.

4. Intelligence – CSRs need to be smart and a quick study. Interacting with clients, they must be able to size up the situation in seconds and recognize real needs. Then, they must be able to satisfy those needs by accurately sourcing the right information. Your clients have no patience for anything less.

5. Kindness – Look for generous, caring persons. Do they do volunteer work? Do they get along with their neighbors? Who are their favorite people? The answers to such questions are indicators whether candidates will make a good impression on your customers, or just get along.

6. Flexibility – The best CSRs love to learn. They see all things, including your company, in terms of a fluid, ever-evolving process, not a rigid picture. This enables them to enjoy the unpredictability of their client contacts instead of keeping score of their frustrations.

7. Compassion – People who can see the big picture understand their place in it and have empathy for clients As a result, they will eagerly return calls and do all the little things necessary to satisfy clients, not because they have to, but because it is how they want to be treated themselves.