Post by Dayo Adewoye (CSC, CCCS)

"We have to have courage to hire behavior over skill" — Patrick Lencioni This quote says much about #customerservice. #Skills are essential, but they are nothing without the right behavioural traits. It takes a kind of person to be patient with a difficult client, to be kind and gentle on the phone, to be assertive without being rude, to be willing to resolve an issue beyond 5pm. While you need the rep to master your CRM or contact centre platform, and you need her to be proficient with Microsoft Office applications, behaviour must come first. And it is important to make this distinction early. Skills can be learnt, but #behaviour is nurtured. And this takes time.