Phil had worked in human resources for years, and the company decided that it wanted to hire employees who were more customer service-oriented regardless of the position. So in making that decision, they added some creative questions into the interview process. One of the most interesting questions that Phil had to ask prospective employees was “Are you selfless?” The answers that he got from applicants often made him either laugh or cry. One response was “Why do ask that? What have you heard about me?” Another response was “Yes I can be selfless. What’s in it for me?”
It’s a tough question to answer if you are not a naturally selfless person. But many people who excel in customer service excel because they are selfless. They are very good at empathizing with others’ situations. They are exceptionally good at trying to do what’s best for the customer or best for the company without adding in the third option of “what is best for me.”
People who are selfless try to do things based on others’ needs and issues and goals. And they make decisions based on what’s best for the person they are trying to serve.
Are you selfless?
If we want to take it up a notch in our customer service mindset and orientation, we need to focus less on ourselves in conversations, and focus more on others.
Interested in improving your company’s customer service? See more information at: http://www.cssamerica.com/