What puts the “Great” in “Great Customer Service?” – Great People


This is the second part of a short series on how to deliver great customer service. The first part focused on having great technology to support your team, the next part then is to have the best possible team.

There are qualities that a great customer service agent has, and we believe that the following are the most critical:

– Showing Empathy
– Being results-driven
– Exhibiting Passion

Before Enshored assesses anything else, our recruitment process will select out any candidates who fail to show they have these qualities in abundance.


When a new or existing customer reaches out to you, be it before or after they’ve bought a product or service from you, their first impression is critical. You need people who can listen with an empathetic ear, hear what is being said, and if nothing else, be able to make the customer feel like they are properly heard.

This doesn’t seem like a lot, but in our experience and in listening to our clients’ concerns, this quality is not always found in people working in or applying to work in customer support.


A great customer service rep will advocate for a customer until they have had all of their questions answered fully. This needs someone who innately will want to help customers navigate their organization, where complex cases can require multiple interactions prior to issue resolution. It is a personal accountability standard that great reps have, that they will help the customer to their final resolution, even if it means following up on their interaction across departments, time zones and work days.


The best reps are passionate. This means that they advocate strongly for the customers, while simultaneously looking for the optimal response they can provide that helps drive their employer’s agenda forward. This leads to people who will bring suggestions on how to more effectively handle cases, and who are thinking not just about the customer in front of them but projecting out from there.

At Enshored we constantly look for passion in our teams. We find signs of it in how engaged our teams are in their daily pre- and post-shift huddles. We also look for consistency of performance across time and review how they rank in KPIs that look at effectiveness and client satisfaction.

Once you have identified people who display these traits, the next step, of course, is to get them prepped for the specific challenge. This can require you to help them develop specific skills related to the tools and support channels they will support, as well as teaching them the client tone of voice, lexicon and giving them the product knowledge and training to be effective.

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