This is part of our ongoing series on scaling customer service, based on our Customer Service Scaling Timeline. This month we're covering Stage Four.
If you're at Stage Four of our timeline, you're past the ramen days of your startup and it's time to hire someone to do customer service full-time. But figuring out who should fill that seat can be tough. The skills required aren’t nearly as tangible as those of a designer or developer. How do you determine if someone is going to be a good customer service representative?
They must actually want the job.
Seriously. Many people say they’ll do customer service but actually want to become community manager, CEO, etc…or just are looking for some cash until they move on to the next thing. Find that rare person who actually likes being helpful.
They must have huge levels of empathy.
For anyone, responding to support ticket after support ticket can wear you down. You can learn skills, but if you don’t come in with a high level of empathy, you’ll break quickly. And that's when the cursing at customers starts.