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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.
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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 Not a great fit for the employee
Hire for a passion to serve Passion to Serve Hire For Character Attitude Personality
Recognizable characteristics A strong desire to serveFriendly; smiling and using eye contactLeaning forward when speakingEagerness to learn
Train for skills Hire for a passion to serve- Skills Passion to Serve Train For Hire For Competency Character Technique Attitude knowledge Personality "We can hire nice people and teach them to sell, but we can't hire salespeople and teach them to be nice.“ –RALPH
Is there a Passion to serve? Test it: Ask if he or she would be more successful negotiating for themselves or someone else. – And why is that?
Situational interviewing Ask questions related to how the candidate would handle different situationsInvolve others in the interviewing process.