A great customer experience depends on great employees, says Micah Solomon. The secret is to hire your customer-facing team based on psychological traits, in addition to thinking about the specific skill set you’re looking for.
Solomon shares five key traits using the acronym W.E.T.C.O.:
- Warmth
- Empathy
- Teamwork
- Conscientiousness
- Optimism
Source: Forbes, September 30, 2021. Link.
Also see: Customer service is not customer experience, AHD, May 25, 2021. Link.