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How to Recruit & Hire Customer Service Personnel

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  • 0:03 Hiring Customer…
  • 0:20 Setting Clear Expectations
  • 0:58 Asking the Right Questions
  • 1:54 Hiring for Attitude
  • 2:32 Recruiting Strategies
  • 3:06 Lesson Summary
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Lesson Transcript
Instructor: Savannah Samoszuk

Savannah has over eight years of hotel management experience and has a master's degree in leadership.

One of the most difficult parts of the customer service industry is the recruitment and hiring process. This lesson explains the importance of hiring the right personnel and the recruitment and hiring processes.

Hiring Customer Service Personnel

Think about a time when you went to a store or a restaurant and you felt that you were a burden on the person who worked there. It was as if you were bothering them even though they were supposed to be there to help you. This is why it's really important to hire the right personnel for your business. You always want your customers to feel valued and, in order to do that, you have to start with hiring the right people.

Setting Clear Expectations

The first step in recruiting the right personnel for customer service is to make sure that you are setting clear expectations for the position. All details and responsibilities of the position need to be made clear to potential candidates. A great way to do this is to have your current personnel in the position you're hiring for help in this area. This way you know that you are giving the potential candidates a real look at what the position entails. If the expectations of the position aren't clear from the beginning, it can cause wasted time interviewing the wrong candidates and even lead to hiring the wrong candidate.

Asking the Right Questions

During the interviewing process, the right questions need to be asked in order to select the right personnel for customer service. The customer service industry is unique and interviewers cannot simply look at a resume and determine if the candidate has the right skills for the position. The right person for customer service positions needs to have experience dealing with people. The questions asked should include having the candidate give examples of experiences they have had dealing with people. This asks more than just for a certain skill set and requires them to provide more information. The questions should be specific and they should allow the candidate to do most of the talking. This will help the interviewer get to know the candidate better and help to determine if they are a good fit for customer service. Here are a few examples of questions that can be asked:

  • Tell me about an experience you have had where someone was upset with you? How did you react in this situation?
  • Describe how you work with a team and what your past team members would say about you.

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