It’s not that hard to notice when you’re dealing with a customer support rep who is less than sincere. Some people can fake sincerity, at least for a short time. Eventually the effort and pressure to be someone that they’re not will catch up with them, and can manifest itself in potentially angry behavior. That’s why some employees lose their cool. It’s not that these people aren’t nice. It’s just that their personalities don’t have the patience or empathy needed to deal with confrontational customers, especially if they are upset and acting unreasonable.
Obviously getting great people who are customer-focused is of the utmost importance. The bottom line is that insincerity is a loyalty killer. And, while they may put up with it, customers shouldn’t have to deal with a customer support rep who is scripted, apathetic, and isn’t customer focused. How can a customer have a positive emotional connection to the company if the employees come off as fake or insincere?
So, how do we go about getting good, caring people? It starts before you even hire someone. The leadership has to define what good customer service looks like in the organization. Once defined, you hire good people who can support that initiative. Then you train them. Accolades from leadership for a job well done makes employees feel good, especially after handling complaints and problems on many of their support calls.