Designing A HIRING STRATEGY BUILT AROUND CUSTOMER SERVICE BEHAVIORS

DESIGNING A HIRING STRATEGY

BUILT AROUND CUSTOMER SERVICE BEHAVIORS

SUE MARTINVICE P RESIDENT, CUSTOM ER SERVICE

NEWEGG.COM

Excessive Attrition (60%) during training

CASE STUDY - NEWEGG

Required 2 year minimum CS experience

Training intense and long

Not a great fit for the employee

HIRE FOR A PASSION TO SERVE

PASSION TO SERVEHIRE

FOR

CHARACTER

ATTITUDEPERSONALITY

A strong desire to serve

Friendly; smiling and using eye contact

Leaning forward when speaking

Eagerness to learn

RECOGNIZABLE CHARACTERISTICS

HIRE FOR A PASSION TO SERVE-

PASSION TO SERVEHIRE

FOR

CHARACTER

ATTITUDEPERSONALITY

TRAIN FOR

SKILLS

COMPETENCY

TECHNIQUE KNOWLEDGE

"We can hire nice people and teach them to sell, but we can't hire salespeople and teach them to be nice.“ –RALPH

TRAIN FOR SKILLS

Test it: Ask if he or she would be more successful negotiating for themselves or someone else. – And why is that?

IS THERE A PASSION TO SERVE?

Ask questions related to how the candidate would handle different situations

Involve others in the interviewing process.

SITUATIONAL INTERVIEWING