Episode 235 – Hiring the Right Type of Agent

Socially Supportive: Customer Care the Social Way

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you!

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“I’d rather interview 50 people and not hire anyone than hire the wrong person.” – Jeff Bezos

Book of the Day: Match: A Systematic, Sane Process for Hiring the Right Person Every Time – Dan Erling or get it free with a one-month free trial to Audible.

Hiring the Right Type of Agent

Informed by “Kick-Ass Customer Service” from the January-February 2017 issue of the Harvard Business Review by Matthew Dixon, Lara Ponomareff, Scott Turner and Rick DeLisi

• The Overview:
  • This article is simply fantastic and full of useful information. I highly recommend you give it a read.
  • For our purposes today we’re focusing on hiring the right type of agent
  
  
• The Study
  • The authors conducted a global, cross industry study of 1440 reps
  • Seven types of agents emerged from the data
  
  
• The Seven Types of Agents (Everyone is some blended variety but has a dominant type)
  • Accommodators – Meet customers halfway with discounts and refunds
  • Competitors – Focus on outperforming other reps
  • Controllers – Outspoken, opinionated, demonstrate expertise
  • Empathizers – Good listeners who like helping others
  • Hard Workers – Follow rules and procedures
  • Innovators – Process improvers, idea generators
  • Rocks – Don’t take conversations personally
  
  
• The Results
  • 42% of managers reported preferring to hire empathizers
  • But… Customer satisfaction ratings scored much higher with Controllers
    • What??
    • Yes!
    
    
  • Because… essentially empathizers apologize and controllers just make things happen. And customers want resolution first and then an apology second.
  
  
• Summary:
  • Consider going against long-held beliefs that empathizers should handle your support
  • Try hiring people who are primarily controllers with undertones of empathy rather than the reverse.
  
  

Brought to you by:

• The Social Pack: Get on the inside to stay on the topside. Join today!
• ParknFly: Save 10% off Posted Rate Reserve Now
• bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
• Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
• GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
• CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
• OneTravel: Search and compare flights from over 450 airlines.

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