Your members of staff are the key to delivering top-notch customer service. In the fifth part of his series on customer experience, consultant Andrew McMillan explains why recruiting the right staff is vital
Establishing the right recruitment strategy is essential in order to create a defined customer experience and positive internal culture. Ideally, businesses need to bring existing staff into line with the business culture and customer service goals and use the same parameters to inform future recruitment.
You don’t want new recruits “tarnished” by negative behaviour that may exist in the business and likewise you don’t want the existing employees to be working to develop a culture that their newest colleagues don’t seem to support.