I just came across an article by Larry Galler of Northwest Indiana Times that gives us some advice on customer service hiring. Larry calls this his "Grump Elimination Test":
Is the candidate positive or negative about their life, their previous work experience, and their education? Does the candidate smile easily or is it a fake attempt to appear friendly and helpful?
Is this a person you would like to help your customers? If they don't pass the "grump elimination test," don't hire them for sales or customer service positions as the consequences are that you will take happy customers and turn them into grumpy customers, finally into
ex-customers… and that will certainly make a grump out of you.
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