Melina Chatah on LinkedIn: #customersuccess #empathy #sincerity #hiring (2024)

When you're building your team, be that in Customer Success or Customer Support, it's important to align internally with your colleagues and recruiters on what you're looking for.I would encourage you to think about skills, behaviours and situational experiences along with how you're going to ask questions and what does the interview process look like.The only way you're going to get the right person in the seat, is to take the time to define the seat - Customer Success and Support just works so much better when you put time and effort into hiring success.#customersuccess #customersupport #hiring

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Question: How do you measure the success and performance of customer support representatives on your team?

𝗛𝗜𝗥𝗜𝗡𝗚 𝗔𝗗𝗩𝗜𝗖𝗘Exceptional customer service is at the heart of every successful business. As you celebrate the dedicated professionals who serve your customers, remember that hiring the right talent is key to delivering outstanding service.Here are some tips for finding and hiring top-notch customer service representatives:𝗖𝘂𝗹𝘁𝘂𝗿𝗮𝗹 𝗙𝗶𝘁: Look for candidates who align with your company's values & customer-centric culture. A team that embodies your brand's mission will naturally excel in customer service.𝗘𝗺𝗽𝗮𝘁𝗵𝘆 & 𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻: Seek individuals with strong empathy & communication skills. Customers appreciate representatives who listen attentively & respond with empathy.𝐏𝐫𝐨𝐛𝐥𝐞𝐦-𝐒𝐨𝐥𝐯𝐢𝐧𝐠 𝐒𝐤𝐢𝐥𝐥𝐬: Customer service often involves handling complex issues. Look for candidates who excel at creative problem-solving & can think on their feet.Adaptability: The business landscape evolves, so hire individuals who can adapt to changing customer needs & technologies.𝗧𝗿𝗮𝗶𝗻𝗶𝗻𝗴 & 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁: Invest in continuous training & development to empower your customer service team to excel.𝗕𝘆 𝗳𝗼𝗰𝘂𝘀𝗶𝗻𝗴 𝗼𝗻 𝘁𝗵𝗲𝘀𝗲 𝗾𝘂𝗮𝗹𝗶𝘁𝗶𝗲𝘀, 𝘆𝗼𝘂'𝗹𝗹 𝗻𝗼𝘁 𝗼𝗻𝗹𝘆 𝗲𝗻𝗵𝗮𝗻𝗰𝗲 𝘆𝗼𝘂𝗿 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝗲𝗿𝘃𝗶𝗰𝗲 𝗯𝘂𝘁 𝗮𝗹𝘀𝗼 𝘀𝘁𝗿𝗲𝗻𝗴𝘁𝗵𝗲𝗻 𝘆𝗼𝘂𝗿 𝗯𝗿𝗮𝗻𝗱'𝘀 𝗿𝗲𝗽𝘂𝘁𝗮𝘁𝗶𝗼𝗻. 𝗛𝗮𝗽𝗽𝘆 𝗵𝗶𝗿𝗶𝗻𝗴, 𝗮𝗻𝗱 𝗵𝗲𝗿𝗲'𝘀 𝘁𝗼 𝗮 𝘄𝗲𝗲𝗸 𝗼𝗳 𝗰𝗲𝗹𝗲𝗯𝗿𝗮𝘁𝗶𝗻𝗴 𝗲𝘅𝗰𝗲𝗽𝘁𝗶𝗼𝗻𝗮𝗹 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝗲𝗿𝘃𝗶𝗰𝗲!#ServiceSkills #ProblemSolvingSkills #AdaptiveWorkforce #ContinuousImprovement #CustomerSupport #TrainingProgram #HiringStrategy #CustomerRelationships #CommunicationTraining #EmployeeDevelopment #SkillsTraining #CustomerSolutions #HiringProcess #CustomerEngagement #BusinessSuccess

𝗛𝗜𝗥𝗜𝗡𝗚 𝗔𝗗𝗩𝗜𝗖𝗘Exceptional customer service is at the heart of every successful business. As you celebrate the dedicated professionals who serve your customers, remember that hiring the right talent is key to delivering outstanding service.Here are some tips for finding and hiring top-notch customer service representatives:𝗖𝘂𝗹𝘁𝘂𝗿𝗮𝗹 𝗙𝗶𝘁: Look for candidates who align with your company's values & customer-centric culture. A team that embodies your brand's mission will naturally excel in customer service.𝗘𝗺𝗽𝗮𝘁𝗵𝘆 & 𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻: Seek individuals with strong empathy & communication skills. Customers appreciate representatives who listen attentively & respond with empathy.𝐏𝐫𝐨𝐛𝐥𝐞𝐦-𝐒𝐨𝐥𝐯𝐢𝐧𝐠 𝐒𝐤𝐢𝐥𝐥𝐬: Customer service often involves handling complex issues. Look for candidates who excel at creative problem-solving & can think on their feet.Adaptability: The business landscape evolves, so hire individuals who can adapt to changing customer needs & technologies.𝗧𝗿𝗮𝗶𝗻𝗶𝗻𝗴 & 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁: Invest in continuous training & development to empower your customer service team to excel.𝗕𝘆 𝗳𝗼𝗰𝘂𝘀𝗶𝗻𝗴 𝗼𝗻 𝘁𝗵𝗲𝘀𝗲 𝗾𝘂𝗮𝗹𝗶𝘁𝗶𝗲𝘀, 𝘆𝗼𝘂'𝗹𝗹 𝗻𝗼𝘁 𝗼𝗻𝗹𝘆 𝗲𝗻𝗵𝗮𝗻𝗰𝗲 𝘆𝗼𝘂𝗿 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝗲𝗿𝘃𝗶𝗰𝗲 𝗯𝘂𝘁 𝗮𝗹𝘀𝗼 𝘀𝘁𝗿𝗲𝗻𝗴𝘁𝗵𝗲𝗻 𝘆𝗼𝘂𝗿 𝗯𝗿𝗮𝗻𝗱'𝘀 𝗿𝗲𝗽𝘂𝘁𝗮𝘁𝗶𝗼𝗻. 𝗛𝗮𝗽𝗽𝘆 𝗵𝗶𝗿𝗶𝗻𝗴, 𝗮𝗻𝗱 𝗵𝗲𝗿𝗲'𝘀 𝘁𝗼 𝗮 𝘄𝗲𝗲𝗸 𝗼𝗳 𝗰𝗲𝗹𝗲𝗯𝗿𝗮𝘁𝗶𝗻𝗴 𝗲𝘅𝗰𝗲𝗽𝘁𝗶𝗼𝗻𝗮𝗹 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝗲𝗿𝘃𝗶𝗰𝗲!#HireForSuccess #CustomerServiceTraining #CustomerServiceExcellence #EmployeeSkills #EmpowerYourTeam #CustomerServiceTrainingProgram #TeamEmpowerment #BusinessStrategy #SkillsDevelopment #CareerGrowth #HireRight #CustomerFocused #CustomerLoyalty #TeamEmpowerment #BusinessDevelopment

𝗛𝗜𝗥𝗜𝗡𝗚 𝗔𝗗𝗩𝗜𝗖𝗘Exceptional customer service is at the heart of every successful business. As you celebrate the dedicated professionals who serve your customers, remember that hiring the right talent is key to delivering outstanding service.Here are some tips for finding and hiring top-notch customer service representatives:𝗖𝘂𝗹𝘁𝘂𝗿𝗮𝗹 𝗙𝗶𝘁: Look for candidates who align with your company's values & customer-centric culture. A team that embodies your brand's mission will naturally excel in customer service.𝗘𝗺𝗽𝗮𝘁𝗵𝘆 & 𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻: Seek individuals with strong empathy & communication skills. Customers appreciate representatives who listen attentively & respond with empathy.𝐏𝐫𝐨𝐛𝐥𝐞𝐦-𝐒𝐨𝐥𝐯𝐢𝐧𝐠 𝐒𝐤𝐢𝐥𝐥𝐬: Customer service often involves handling complex issues. Look for candidates who excel at creative problem-solving & can think on their feet.Adaptability: The business landscape evolves, so hire individuals who can adapt to changing customer needs & technologies.𝗧𝗿𝗮𝗶𝗻𝗶𝗻𝗴 & 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁: Invest in continuous training & development to empower your customer service team to excel.𝗕𝘆 𝗳𝗼𝗰𝘂𝘀𝗶𝗻𝗴 𝗼𝗻 𝘁𝗵𝗲𝘀𝗲 𝗾𝘂𝗮𝗹𝗶𝘁𝗶𝗲𝘀, 𝘆𝗼𝘂'𝗹𝗹 𝗻𝗼𝘁 𝗼𝗻𝗹𝘆 𝗲𝗻𝗵𝗮𝗻𝗰𝗲 𝘆𝗼𝘂𝗿 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝗲𝗿𝘃𝗶𝗰𝗲 𝗯𝘂𝘁 𝗮𝗹𝘀𝗼 𝘀𝘁𝗿𝗲𝗻𝗴𝘁𝗵𝗲𝗻 𝘆𝗼𝘂𝗿 𝗯𝗿𝗮𝗻𝗱'𝘀 𝗿𝗲𝗽𝘂𝘁𝗮𝘁𝗶𝗼𝗻. 𝗛𝗮𝗽𝗽𝘆 𝗵𝗶𝗿𝗶𝗻𝗴, 𝗮𝗻𝗱 𝗵𝗲𝗿𝗲'𝘀 𝘁𝗼 𝗮 𝘄𝗲𝗲𝗸 𝗼𝗳 𝗰𝗲𝗹𝗲𝗯𝗿𝗮𝘁𝗶𝗻𝗴 𝗲𝘅𝗰𝗲𝗽𝘁𝗶𝗼𝗻𝗮𝗹 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝗲𝗿𝘃𝗶𝗰𝗲!#EmpatheticHiring #ProblemSolvers #Adaptability #TrainingAndDevelopment #ContinuousLearning #RecruitRight #CustomerSuccess #BusinessGrowth #CommunicationSkills #CustomerServiceSkills #CustomerCare #HRStrategy #CompanyValues #CustomerCentricity #TeamBuilding

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Contact Center hiring I was asked recently what I look for when hiring for a contact center role. In no particular order ✅ adaptability: contact centers are a place of constant change, from the minor refinement to new technology, additional products or services. It is on-going. The individual who needs to reach a point of arrival, and a feeling of ‘whew! That’s done!’ will be unhappy and therefore most likely unsuccessful ✅ must like / care about people: how caring is presented can be refined, guided, improved upon. It cannot be instilled. It’s a personality trait. And those who care about their circle of family and friends, and not so much about those outside of the circle are not good contact center candidates. ✅ able to describe great service they have received: I’ve had some astonishing answers when I’ve asked candidates to tell me about the best customer service experience they’ve had. Ranging from service provided, to the most milquetoast item that barely included common courtesy. Someone that cannot recognize great service is unlikely to provide it. ✅ resilience: as I said lots of change in contact centers. And depending on the service or product, how busy the center is, how long a caller waits…. Can lead to angry, rude, mean, disrespectful callers. Resilient staff know that 99% of the time that nastiness is directed at the organization, at them as the voice of the organization rather then at them as person. They have the ability most days to be a duck 🦆 and let it slide right off their back without sticking. What do you look for? #serviceEvangelist#contactcenter #leadershipdevelopment

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𝗛𝗜𝗥𝗜𝗡𝗚 𝗔𝗗𝗩𝗜𝗖𝗘Exceptional customer service is at the heart of every successful business. As you celebrate the dedicated professionals who serve your customers, remember that hiring the right talent is key to delivering outstanding service.Here are some tips for finding and hiring top-notch customer service representatives:𝗖𝘂𝗹𝘁𝘂𝗿𝗮𝗹 𝗙𝗶𝘁: Look for candidates who align with your company's values & customer-centric culture. A team that embodies your brand's mission will naturally excel in customer service.𝗘𝗺𝗽𝗮𝘁𝗵𝘆 & 𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻: Seek individuals with strong empathy & communication skills. Customers appreciate representatives who listen attentively & respond with empathy.𝐏𝐫𝐨𝐛𝐥𝐞𝐦-𝐒𝐨𝐥𝐯𝐢𝐧𝐠 𝐒𝐤𝐢𝐥𝐥𝐬: Customer service often involves handling complex issues. Look for candidates who excel at creative problem-solving & can think on their feet.Adaptability: The business landscape evolves, so hire individuals who can adapt to changing customer needs & technologies.𝗧𝗿𝗮𝗶𝗻𝗶𝗻𝗴 & 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁: Invest in continuous training & development to empower your customer service team to excel.𝗕𝘆 𝗳𝗼𝗰𝘂𝘀𝗶𝗻𝗴 𝗼𝗻 𝘁𝗵𝗲𝘀𝗲 𝗾𝘂𝗮𝗹𝗶𝘁𝗶𝗲𝘀, 𝘆𝗼𝘂'𝗹𝗹 𝗻𝗼𝘁 𝗼𝗻𝗹𝘆 𝗲𝗻𝗵𝗮𝗻𝗰𝗲 𝘆𝗼𝘂𝗿 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝗲𝗿𝘃𝗶𝗰𝗲 𝗯𝘂𝘁 𝗮𝗹𝘀𝗼 𝘀𝘁𝗿𝗲𝗻𝗴𝘁𝗵𝗲𝗻 𝘆𝗼𝘂𝗿 𝗯𝗿𝗮𝗻𝗱'𝘀 𝗿𝗲𝗽𝘂𝘁𝗮𝘁𝗶𝗼𝗻. 𝗛𝗮𝗽𝗽𝘆 𝗵𝗶𝗿𝗶𝗻𝗴, 𝗮𝗻𝗱 𝗵𝗲𝗿𝗲'𝘀 𝘁𝗼 𝗮 𝘄𝗲𝗲𝗸 𝗼𝗳 𝗰𝗲𝗹𝗲𝗯𝗿𝗮𝘁𝗶𝗻𝗴 𝗲𝘅𝗰𝗲𝗽𝘁𝗶𝗼𝗻𝗮𝗹 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝗲𝗿𝘃𝗶𝗰𝗲!#CustomerService #ExceptionalService #HiringTips #CustomerCentric #TeamCulture #BrandMission #TalentAcquisition #CommunicationSkills #Empathy #CustomerExperience #ServiceExcellence #ValuesAlignment #Recruitment #EmployeeEngagement #CustomerSatisfaction

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Is Hiring Helping Customer Attitude Person lmportant? Make sure that you have the rightpeople for your customers, developed to evaluate employees' talents, habits, and aptitudes as they pertain to serving customers.- Hire for Customer Passion and The Helping Attitude Mentality and The Culture You want to CreateHiring someone with an improper attitude and behavior will be the first crack in the concrete. Maybe you'll have a higher turnover than before, which is nerve-racking and frustrating, but you have to go through it. You should have an exceptional human resources team that helps you design new job descriptions andtrain and study your employees' behavior. As companies get serious about customer experience, employing people with a customer-helping mentality is a cornerstonein developing the customer-passion culture that you want.No matter your approach, screening candidates for customer-centric values as a part of the hiring and selection process is the most effective way to shift the overall makeup of your workforce.Why?Because recruiting people whose values and personalities align with your planned culture is often easier than changing current employees' core values #Customerexperience,#Customerservice,#Customerretention,#Customersatisfaction,#Contactcenter

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I was asked in a recent interview where I thought #CustomerSuccess was going wrong. ❌Here's how I responded... 👇When most people hear "customer success", they immediately think about 'CS as a function', those people with CS in their job titles, the team/ department with CS in their name. 🤔Rarely is 'CS as an outcome' the first thing just jumps into their head, but it should be! 🎯👉 Having a CS team is great. ✅👉 Having CS woven into the DNA of the business is fantastic. ✅👉 But without the customer achieving the outcome(s) they came to you within the first place, it's all wasted. 😭How would you have responded to the same interview question?As you might have guessed from the opening paragraph, I'm #OpenToWork and looking for an opportunity to bring some Customer Success magic to my next employer. If you're interested, then send me a contact request and let's talk.#CustomerSuccessManager #SuccessOutcomes #CustomerValueLedGrowth

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"I need 10 years of customer service experience?"That's like asking for ten cakes when you only need one!But what are you really after?→ Being patient? Staying calm? Helping angry customers nicely?→ Understanding how the customer feels? Knowing why they're frustrated?→ Solving problems? Thinking in new ways? Finding smart solutions?It's not about a number.It's about the right way of thinking. The right way of acting. The right skills.10 years of experience doesn't mean:• Great communication skills• Wanting to help others• A passion for going above and beyondLook beyond the years.Ask better questions. Understand what you truly need.Find the real gems who embody what you need.Not just a number on a paper.Drop the meaningless rules and hire in a smarter way. After all, the right mindset beats years of experience every time.♻ if you agree#RecruitingTips #CandidateExperience #RecruitmentStrategies

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