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.