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Designing A HIRING STRATEGY BUILT AROUND CUSTOMER SERVICE BEHAVIORS. Sue Martin Vice President, CUSTOMER SERVICE Newegg.com. Case study - Newegg. Excessive Attrition (60%) during training. Required 2 year minimum CS experience. Training intense and long. - PowerPoint PPT Presentation
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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