One of the most significant challenges facing companies today is attracting and retaining right-fit front line customer service professionals. For sure, this is challenging, but you can find and keep good-fit employees if you know what’s important to Millennials as it relates to the job search and company culture.
Millennials now make up about 50% of the workforce. And Millennials approach jobs and careers differently from Generation X (my generation) and Baby Boomers.
When I work with companies on finding, hiring, and retaining the best customer service employees, I focus on three things.
1. Developing an attractive social presence (This is tremendously important merely to get Millennials to consider a company.)
2. Hiring for motivational fit. You want people who are motivated to deliver exceptional customer interactions, people who are the best cultural fit for your brand and your customers.
3. A solid coaching and motivation strategy. You’re going to have to coach to develop your people because this is extremely important to Millennials.
Let’s look at each of the three elements of attracting, hiring, and retaining Millennials.
Back when I was job searching, more than twenty years ago, employees looked for want ads in the newspaper and online. You then sent in a resume and hoped for a callback. This is not how Millennials look for jobs.
Millennials start out by researching a company’s social presence. They’re checking you out on Twitter, LinkedIn, and Facebook. They pay particular attention to what current and former employees have to say about what it’s like to work for your company. GlassDoor.com is a popular site for employee reviews.
Take the time to follow your company’s social media footprint. What’s out there about your company’s culture, corporate responsibility, and what negative remarks are turning potential candidates away from you? Before candidates consider sending you a resume, they are all up in your background on social media. So get in the conversation and make sure the online chatter sends your intended message.
You want people who are intrinsically motivated to do customer service work so that employees will enjoy doing the job, engage in the position, and engage with your customers, and in general, excel in the role.
I have prepared a selection of interview questions to equip you to hire capable, right-fit employees for your culture. These questions will also help you quickly weed out candidates that are not a good fit. Take a look at my questions here.
Coaching and Motivation Strategy
Millennials grew up getting constant praise and feedback from their parents, teachers, coaches, and peers. In the workplace, they want your feedback. What are they doing well? What do they need to do differently? What do they need to master to move up?
A lack of feedback is a de-motivator for Millennials. Don’t wait for the annual review to talk to them. Offer feedback, both constructive and encouraging, consistently and genuinely, and you’ll be giving Millennials precisely what they’re seeking.
My video below shows 7 creative and effective ways to motivate Millennial customer service professionals.
Improve your chances of attracting, hiring, and retaining the best Millennials for your customer experience. Make sure your social footprint is positive and full of the details of your culture. Take the time to screen for people who are a motivational fit for your service goals. And when you’ve hired the best Millennials, give them constant and genuine praise and constructive feedback. When you do these things, you’ll wake up one day and realize you’ve created your dream workforce.
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