Hiring and Retaining Service Professionals

Overview/Description
 An organization's greatest resource is its people. And yet in today's highly competitive market, hiring and keeping top-notch customer service professionals is not an easy task. How do you identify the specific skills and qualifications a particular position requires? How do you attract the right candidates? How do you elicit the information you need from candidates to make effective hiring decisions? And what does it take to keep valued employees on staff? In this course, you'll learn how to hire and retain outstanding customer service professionals.

Target Audience
 Supervisors, employees responsible for hiring front-line workers who deliver customer service

Expected Duration
3.5 hours

Lesson Objectives:

The JAVA-model Hiring Plan

  • recognize benefits of using the JAVA-model hiring plan.
  • match categories in a job definition with examples of items that might fall into those categories.
  • examine a description of a position in a business scenario to determine attributes to include in an attributes profile.
  • use an effective interviewing technique in a business scenario to draw out candidates' values and attitudes.

    • The Hiring Process

  • recognize benefits of spending time and effort to attract, recruit, and interview customer service professionals.
  • use the appropriate strategy to attract and recruit qualified job candidates in a business scenario.
  • in a given scenario, apply the appropriate strategy for screening job applicants prior to the formal interview.
  • identify steps to gather information in the interview process.

    • Orienting New Customer Service Employees

  • recognize benefits of orienting new customer service professionals to their jobs and the organization.
  • identify ways to effectively orient new employees to the organization.
  • analyze training scenarios to determine what needs to be improved to make the program more effective.
  • apply appropriate feedback as a means of performance appraisal in a given business scenario.

    • Retaining Customer Service Professionals

  • recognize the value of using incentives to retain customer service professionals.
  • identify principles of retaining employees through compensation.
  • select guidelines for establishing an effective recognition process.
  • identify effective environmental enrichment techniques to retain service professionals.

    • Course Number: CUST0122