Hiring My Pleasure Employees for Super Customer Experience
by Kate Nasser |
As I read 7 Horrible Phrases Job Applicants Say That Are Warning Signs, I discovered seriously bad advice that can ruin your customer service hiring.
It suggests that if a job applicant uses the phrase my pleasure or no problem, they will not serve customers well. It claims these are bizarre phrases showing the applicant it out of touch with customers.Quite the opposite is true.
In fact, these my pleasure employees deliver super customer experience.
Hiring agents, CSRs, reps, and specialists who find serving a pleasure sustains customer experience in a way that training can’t.
The author and those he consulted have misunderstood this time honored phrase of deep service and civility. The phrase my pleasure is not, as he proposes, a focus on the employees’ needs.
My pleasure is a shortened version of:
- My pleasure to serve you …
- It is a pleasure to serve you
- It is a true pleasure to be in service to you and others
The phrase no problem is a shortened version of no problem doing anything you request.
Many brands use the phrase my pleasure — from high end hotels to fast food chains like Chick-Fil-A restaurants.
Yet even if you believe that your customers would not like these traditional expressions of civility, employees with naturally giving hearts can learn to say other phrases. The retraining is quite simple. Not hiring this natural service talent would be a serious error of omission and disastrous for customer experience and your brand.
Employees who feel it is a pleasure to serve have self-sustaining morale. When you have enough of them on one team, the teamwork shines as they unite in this spirit. Their can-do attitudes make the difficult, easy and the mundane, special.
I would hate a simple misunderstanding about these phrases lead you to exclude the very customer service employees that will treat customers with pleasure and deliver super results.
Unless you detect true signs of selfishness or immaturity in the interview, hire this natural talent.
My pleasure and no problem are not red flags in hiring. In fact, they are green lights to super customer experience!
From my professional experience to your success,
Kate Nasser, The People-Skills Coach™
Related Post: Simply Great Choices Create Super Customer Experience
Kate Nasser, The People-Skills Coach™, delivers coaching, consulting, training, and keynotes on the ultimate customer service experience, teamwork, and leading change. Kate turns interaction obstacles into business success. See this site for workshop outlines, keynote footage, and customer results.