When you are looking for staff that deals with clients there is more to choosing than just the skills they possess. In fact, skills often take the back seat to personality. You want to make sure you have someone who has the personality to deal well with clients on a face-to-face basis.
The best type of employee to handle in personal interaction with clients is one that combines skill with personality. You want someone who is going to have the necessary skill to be able to handle what the client needs but overall the personality is what is going to make the difference.
Finding The Right Employee
The first step is to find the right type of employee. This is going to be someone that is personable. It is going to be someone that can handle all the aspects of client interaction with a firm and calm hand. Clients are the lifeblood of your business. The people they interact with need to be people who can handle the full range of emotions a client might be experiencing while remaining calm themselves.
They should also be able to work under pressure. They do not necessarily need all the skills necessary to solve the client’s issue. They do need the personality and skills necessary to calm a client down and reassure them that the problem will be taken care of in a professional manner. Once the client has been reassured the behind the scenes employees can take care of the issue the client is experiencing.
The best way to find these employees is during the interview process. Consider holding a mock situation to determine how the employee would handle a variety of customer interactions. Judge the reactions of the prospective employees. You want employees that maintain their cool under the pressure, handle the issue and are ready to hit the next problem without needing to decompress. While it is unlikely they will be dealing with a large amount of major issues, minor issues can grow and it is a good idea to have someone who can move from client to client and maintain their professionalism.
Training The Right Employee
Once you have found the right employee, it is time to take care of training them. They might not be skilled in all the tools necessary to resolve the issues that the client might be having, but it is a good idea for them to have the basic skills necessary to direct the client’s issue to the right person. This requires training.
The right personality, in the beginning, is much more important than skill. Skills can be learned, taught and come with experience but the right personality is not something that can come with training. The majority of it is natural. Some people are better at dealing with face-to-face interactions than other people are and these people are the ones you want to hire to handle the face-to-face client interactions for your company.