How to Hire Customer Service as an Entrepreneur: All You Need to Know

How to Hire Customer Service as an Entrepreneur: All You Need to Know

There are an umpteen number of factors an entrepreneur has to focus on when growing a business, but customer service is always part of its foundation and needs to be focused on.

After putting in a lot of effort and strategies, your business grows effectively, and with the help of excellent customer service, you can keep the growth factor on the top. In addition, exemplary customer service helps increase sales, retain customers, and helps you in making your services better. Hence, it is crucial to hire customer service representatives, and this blog is all about what you need to know about how you can hire them.

When Does an Entrepreneur Need Customer Service

Hiring a new customer service team member is a lot like trying to time the perfect moment to add a new spice to your soup. You don't want to add it too early and risk not having enough time to marinate and blend with the other flavors, but you also don't want to wait too long, or else it will be overpowering. So, let's take a look at some of the key indicators that tell you when the timing is just right.

1. You Need Feedback

The most crucial element that knocks on your business's door when needing customer service is when you need feedback. No matter how long you've been operating, you cannot run your business monotonously. Suppose your customer service representatives can connect with a few customers and get any kind of feedback related to your business.

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In that case, it will help you make the required changes to grow it more effectively. For example, only your customers can tell you how good your product or service is and what changes you can make to improve it. But, it only works when a professional discusses it with them.

2. Quality of Service is Getting Degraded

Make sure you're monitoring your key metrics, such as support volume, response time, resolution time, and customer satisfaction. Even a small change in any of these factors can degrade your service quality, and you may lose your customers. So, suppose you see any changes in these numbers.

In that case, it could be an indication that you need to hire customer service representatives or add some more professionals to the staff to maintain the same level of service quality.

3. Stress Factor is Coming Up

Managing a growing business is not easy; you and your team have to deal with a lot of stress. Coming to customer service, the more your business grows, the more customers you have to deal with. After a while, your current customer representative team will get overwhelmed handling a lot of tasks, and it is time you know you need to hire more staff.

💡 Pro Tip: A spreadsheet model can help you estimate how your support team's workload will increase as your customer base grows. To do this, you'll need to track the number of support questions per active customer, conversations handled per agent per day, and cost per agent hour. Once you have this information, you can plug in your company's expected growth rate to see when you'll need to add more support staff.

Useful Tips for Hiring the Best Customer Service

As you're now aware of the importance of hiring customer service representatives and know when to hire them, you must get some useful tips to hire the best ones.

1. Read About the Required Expertise for the Job

First of all, you should get all information related to the skills and experiences required for the job. Also, focus on the job requirement you're posting, and create a list of skills required to do the tasks effectively.

If there's any technical knowledge or product information, you should read about it and shortlist the candidates on the basis of it. After gaining all the expertise required for the job, hiring the best customer representatives will be easier.

2. Create an Attractive Job Description

The next step is creating an appealing job description that can attract potential employees. A job description is no different than a marketing tool; you're just selling a job position to the people looking for it. Mention the job title clearly and proceed with other important points. Make sure you avoid making inadvertent or unclear statements in the job description that may keep out the well-qualified people as well.

Use gender-neutral language and mention the must-have skills carefully. In addition, you want to make sure that you have a diversity plan that goes beyond the standard boilerplate. This means that you should include information about how your company is working to be more inclusive and how everyone can help contribute to this goal. By doing this, you can show that your company is committed to diversity and inclusion and that you are taking concrete steps to achieve this goal.

3. Spread the Word Among Applicants

There's no lack of interested applicants for any kind of job, but you have to find them and tell them about the job. You can seek help from various online job posting sites and find a ton of applicants there. Other than that, you can use paid advertisements and social media sites like LinkedIn to find the most suitable candidates for your job.

Go ahead and take a look at some of the more specialized job boards that are out there. The audience might be smaller, but the applicants will be much better suited for the job. This will save you time in the long run because you won't have to sort through as many applications.

4. Assess the Worth of the Applicants

When it comes to hiring customer service representatives, you need to hire people who can read and listen to your customer's requirements. Once you start receiving the application, use a simple screening question to determine the worth of the interested candidates.

By doing that, you can easily check the candidate's communication skills and their effectiveness in responding to any kind of question. Then, come to the technical round later and shortlist the ones you think would handle the job well and help you grow your business.

When you're looking for customer service reps, you want to find people who have demonstrated strong analytical and writing skills. These are the people who will be able to best handle customer inquiries and appropriate craft responses.

5. Call for Interviews

After reviewing several applications and deciding on some of the best candidates you can find, it's time to call them for interviews. It all comes down to asking the relevant questions and checking the candidates' skills to match your company's requirements.

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For example, you can ask about the definition of good customer service, how a professional improves customer service, what could be the challenges the representatives can face while handling this position, and how they deal with it. Apart from good communication skills, you can check their problem-solving skills, level of emotional intelligence, and empathy.  

Things to Know about Customer Service

Hiring the best customer service representatives is not enough because, as an entrepreneur, you must have knowledge about the task and what kind of responsibility it is. With that being said, let's take a look at a few things an entrepreneur should know about customer service.

1. How to be Attentive to the Customers

Now, as you know about the role customer service plays in the growth of a business, you cannot make any big or small mistakes. So, the first thing that you need to focus on is keeping an eye on the customer's needs.

Never make assumptions about the customer's requirement; instead, ask them straightforwardly about the issues and what you can do to improve your services. Then, get the feedback and use it to improve the services to increase your customer base and loyalty.

2. Keeping Your Promises

Good companies and businessmen make promises to their customers while introducing a product or service. The promise must be kept; otherwise, customers can doubt your business's credibility.

Your company needs to do its absolute best to make sure that it follows through on everything that it promises, whether that's upgrades or a cancellation policy. If your company falls short, you'll lose customers and the public trust very quickly.

3. Having the Knowledge of the Best Service Tools

As an entrepreneur, keeping an eye on the latest trends is not enough; you have to focus on the current requirements of your customers. Tracking customers and providing good customer service is essential for any business, but you shouldn't skimp on quality by buying the cheapest CRM software you can find.

Investing in a CRM designed specifically for your business model, staff, and customers would be a better option. Your employees will be able to give your customers the best possible service, and your customers will appreciate it.

4. Being Available

Customer service is not a 5-day working job and doesn't always mean you have to work 9-5 on weekdays. Issues and doubts can occur anytime, so you have to make sure that you're always available when that happens.

So, when hiring customer service representatives, you have to manage a team that can work 24/7, and that doesn't mean that your employees will be working 24/7; it's just that there would be shifts as your employees will work accordingly. It will make your business more credible and attentive to your customers.

5. Hiring the Right Employees

It's important to always be on the lookout for not just talented individuals but also those with a disposition that matches the values of your business. You want to be sure to hire people who will work well with others and always have a helpful attitude. This way, you can offer exemplary customer service that will make your business stand out in your industry.

6. Having an Effective Complaint Handling System

You cannot make everything perfect when you start selling items or giving services, and similarly, you cannot keep everyone happy or satisfied. 7 out of 10 customers will have major or minor complaints about your product or services.

You need to learn to handle the complaints with an effective complaint handling system. If providing the solution isn't possible, at least make them feel heard. You can communicate via personalized messages, calls, and emails and help customers understand how you handle their concerns.

Final Words

No matter how good or effective your product is, you cannot grow your business without investing in customer service. So, the points mentioned above will definitely help you when you decide to hire customer service representatives.  

If you've been searching for the best tools to make your customer handling better, you can try DSers. It offers the best possible solutions to respond to and handle a situation related to your customer's query. In addition, they understand the value of customer engagement and offer well-tested solutions to keep your reputation on the top. So, if you need to get any information about customer handling solutions and want to read some interesting marketing tips, visit their official website now.

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