Service Untitled has a great post called "Who else wishes there were no moronic idiots in customer service?". Fortunately I don't come across too many of these people, but when I do, I really try not to let them get to me. But yes, thanks Doug, for letting it be known that these people do exist! There are some great tips on making sure you hire the best candidate of which my favorite is:
"Ensure the hiring and training processes are run by smart people. Make sure there are no moronic idiots interviewing, making hiring decisions, or doing the training. The apple doesn’t fall far from the tree - so as countless books suggest - have A players hire other A players. Otherwise, B players will hire C players, C players will hire D players, and so on. Ensure some of the company’s best and brightest employees are involved in the hiring and training processes."
When you have mature and knowledgeable people do the hiring, you will get mature and knowledgeable customer service reps.
Since we're on the subject of "smart" people, I really don't believe that there are "dumb" people out there - I like to call them "ignorant" or maybe even "self-centered". In essence, these people probably only care about the paycheck and what's playing on TV tonight.
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