||How to Hire the Best Service Professionals,
by Susan Hash, 85 pages, 1999,$49.95
In your contact center you've probably got a few highly motivated, energetic
and enthusiastic reps. They know your products and services and have
the skills to make every customer feel valued.
Imagine what it would be like to have an entire department filled with reps
like these. With a little help from How to Hire the Best Service
Professionals you can.
This book focuses on the essential tools you can use to formalize your process.
Each chapter includes numerous samples of hiring forms, checklists
and guidelines currently being used by companies in various industries, which
you can customize for your own organization.
Table of Contents
Traits of a great customer service professional
The 10 most important skills to look for in a rep
Skill sets required for today's "cyber-reps"
Develop a pre-hiring strategy
Using the knowledge of your top performers to create a job description
Writing classified ads to attract the best candidates
8 real-world job descriptions, plus samples of internal job postings and
Create the perfect job interview
How to conduct an initial telephone interview
What to look for in an in-person interview
Sample interview questions that will get the answers you need to evaluate
How to test for writing and other technical skills
9 sets of interview guidelines from top customer service companies
Retain new hires with training and development plans
How to get your new hire off to a great start
How to set career expectations
How to survey exiting employees to identify problems in the department
Samples of new-hire checklists and performance standards
Samples of training guides and new-hire progress assessments
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Last modified August 18, 2005