IT personnel are an integral part of businesses and are instrumental in making sure processes run smoothly by monitoring and ensuring the health of the company’s networks and applications. Until recently, IT professionals primarily performed an internal role, providing services to employees but having little to do with external, customer-facing assignments.
However, that dynamic is changing. As network functions become more integrated with customer-service functions, companies must ensure their IT teams are ready and able to provide customer-facing IT functions. Attracting and retaining IT personnel who can deliver both the critical internal IT service and the customer-facing services necessary in today’s environment can offer a competitive advantage.
Break Away From the Typical IT Mold
When looking for IT personnel who will work well in customer-facing processes, consider candidates who deviate from the typical IT stereotype. IT personnel tend to be introverted and more comfortable working with code than with people.
When identifying internal or external candidates for customer-focused IT roles, seek a different personality type than the typical IT employee. Consider candidates with different skills and personalities that can expand the IT team’s capabilities. Outgoing, passionate, socially focused people will typically function better in customer-centric roles than quiet, shy individuals.
To identify and attract such candidates, examine hiring processes and develop a strategy for meeting the company’s core customer-service requirements. It’s important to show candidates how their contributions will be valued and offer flexibility and opportunities to grow and advance.
Offer Customer-Focused Opportunities
Many IT departments have adopted systems that streamline interactions with the IT department but also tend to eliminate interpersonal interactions that are critical in customer-focused processes.
In order to regain customer-facing skills, companies can offer opportunities for internal IT employees to interact with customers. This might mean visiting customer operations or shadowing customer-facing employees. In addition to sharpening customer-service skills, such opportunities can help IT staff better understand customer needs, requirements, and the relation to the company’s IT systems.
Address Company Culture
While attracting and training customer-focused employees is important, making sure the company’s culture and reputation reflects strong customer-centric values is also critical. Potential candidates are likely to be attracted to companies that are stable, innovative, and willing to take risks. Clearly demonstrating how employee contributions affect customers can motivate candidates to become a part of the team.
Customer-service values should not just be presented to outside candidates but be embraced by internal IT teams, contractors, and business partners. Emphasize the value of both the internal and external customer as well as the critical role the IT team plays in both areas.
Finding, hiring, training, and retaining IT personnel capable of providing traditional internal IT services and customer-facing interactions is a likely key to success. For a successful and long-term fit, companies must not only find the right candidate for the job, but also demonstrate why they should want to be part of the company.