When a client calls your MSP business and speaks to one of your sales reps, how long does it usually take for their issue to be resolved? To improve your customers’ experience, you must pay attention to how they are received and treated during these types of phone calls. Part of this experience is determined by the personality of the sales reps. Research has shown that some personalities are better suited for customer service rep positions than others
Know Your Team
As a manager, you must know the strengths and weaknesses of the characters in your team. You must be able to leverage these, especially where it relates to customer-facing positions such as customer service reps. According to Gartner, some of the personality types you may have on board may include diligent and detail-oriented employees, sensitive and empathetic employees, creative and innovative types, assertive and expressive types, positive and easy-going personalities, competitive types, and social individuals who are very accommodating. These personalities are classified as the hard worker, the empathizer, the innovator, the controller, the rock, the competitor, and the accommodator, respectively.
Some personalities may be easy to work with in your MSP business, and very often, it’s the sensitive and empathetic employees who fit this description. Ultimately, however, if you’re thinking of who to put at the forefront to speak to clients about issues and concerns concerning their IT systems, you need people who deliver results and make the customer experience better.
Bringing It Back to the Customers
The customer service experience is judged by from the customer’s perspective. When a customer calls your customer service line, what they really want is fast service, ready solutions, and expertise. The best customer reps are more likely to be confident, appear unfazed, and knowledgeable throughout the call, and have a firm grip on the direction the call is taking. They have answers at the tips of their fingers and are able to cut straight to the point.
The good news is that even if your current team does not have a lot of these strong and controlling type personalities, you can still take some action to change this for the benefit of your clients and customer service experience. Once you aware of the benefits of having such characters, you can structure your hiring process to highlight these skills and find people who are naturals. You can also invest more time and resources into providing additional customer service training that teaches these skills from a customer experience perspective.
As a manager in an MSP business, there are certain traits and personality types that you must be looking to include in your customer service team. Look for ways to include more controllers in your customer-facing teams and to teach these their important skills. To elevate your business and improve the client experience, you must emphasize problem-solving skills, confidence, and providing guidance and direction during service calls. Additionally, your reps must find it easy to talk to people, have good communication skills, and have a thick skin to survive the different attitudes and challenges that arise in customer service.