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Hiring the Right Employees to Deliver Exceptional Customer Service

Shep Hyken interviews Eric Chester. They discuss tips, tactics and strategies on hiring from his latest book, Fully Staffed: The Definitive Guide to Finding & Keeping Great Employees in the Worst Labor Market Ever.

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Top Takeaways:

  • When the economy is bustling and the unemployment rate is low, the resultant labor shortage makes it very difficult to find (and keep) the best employees for the job.
  • Even a single bad employee can dramatically impact the morale of other employees. But customer service ultimately suffers the most at the hands of a bad employee.
  • When you understand the differences between yourself and your employees, you will understand how to manage them better and ultimately be a better boss and leader. Additionally, try to help your employees get where they want to go.
  • Research your present workforce—understand what makes your current great employees a good fit. Then seek out new candidates who have a similar background, traits, attitude, skillset, etc.
  • Expand your search for the perfect candidate to new “hunting grounds.” Become aware of nearby colleges, high schools, vocational schools, etc.—places you think are a good source for new hires.
  • It doesn’t matter if you have the best hiring practices if you don’t have an employee retention strategy—a way to improve your workspace.
  • Survey your employees regularly and ask them three questions: what they like about working there, what they don’t like about working there and what one thing they would change if they could.
  • Remember: it all starts with being a great place to work.


“It starts with being a great place to work. You have to work on that every single day.”

“Hopefully, you’re going to be a better employer tomorrow. If you’re not, you’re standing still and you’re going get run over.”

“If you ask your employees, you will get information that will totally change you and you will find out things you never knew before.”


Eric Chester is an award-winning speaker and bestselling author of five books. His latest book is Fully Staffed: The Definitive Guide to Finding & Keeping Great Employees in the Worst Labor Market Ever.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. How do I hire the right employees?
  2. How do I reduce employee churn?
  3. What strategies can I use to improve my employee experience?
  4. How does the employee experience affect the customer experience?
  5. How can I maximize my employees’ potential and productivity?

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