Jack Mitchell

When searching for exceptional customer service reps (CSRs), look in particular for five characteristics, advised Jack Mitchell, CEO of Mitchells/Richards stores in Connecticut. While Mitchell’s suggestions, offered at the National Retail Federation’s annual conference in New York City in January, were primarily for store personnel, his ideas are applicable to any manager who needs to hire exceptional CSRs. Look for these five traits: 1. Honesty. “You can test for this, of course,” said Mitchell. “But two true signs are if the person is open to new ideas and seems genuine in character.” 2. A positive attitude. “When interviewing, beware of applicants who blame other people or

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