Employees of field-based organizations have to perform a unique type of multiple-tier customer service. That is, these reps must be able to service both business professionals (or those people who stock the reps’ product) as well as end-consumers on a daily basis. There are specific characteristics and skills that ideal reps should have for this job.
We spoke with Liz Kislik, President of LizKislik Associates LLC, a consulting firm that develops solutions for organizational problems and specializes in customer service, about best practices for hiring and training reps for this type of multiple-tier service. She began by saying these reps need to be “aware of the needs of anybody they deal with, the nuances of the way different people present [in] different environments...and have personal diligence [and] commitment to the purpose of the employer.” Kislik’s specific advice on hiring and training for this type of rep are broken down below.