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Silicon Valley Sales Group, Inc. | Santa Clara, CA
 

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Anne Mackeigan

The very best people skills that candidates will ever employ are on display in the interview situation as they try to win a position with your company. If they don’t capture you there, do you really want them in front of your valuable customers?

Just like all the other areas of a company—the warehouse, the accounting department, shipping—customer care is a process. In fact, it typically involves a number of processes, such as incoming order processing, returns and re-stocking, setting up new accounts and solving customer problems. If a customer-care candidate does not already have a process orientation, it will be an uphill battle to instill one. Consider the following true story.

If you want to measure productivity in your customer-care providers, measure their bias toward action before you hire. Taking action is a quality that says, “I must do something, so I’ll quickly assess the situation, decide on a path, and do something myself.” Rather than wait for the customer to call back, a bias toward action says to reach out to the customer first. A bias toward action is the proactive ingredient in customer care.