Recruiting and Retaining Service Professionals


Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number


Overview/Description
An organisation's greatest resource is its people. And yet in today's highly competitive market, recruiting 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 recruiting decisions? And what does it take to keep valued employees on your staff? In this course, you'll learn how to recruit and retain outstanding customer service professionals.

Target Audience
Supervisors, staff responsible for recruiting front-line workers who deliver customer service

Expected Duration (hours)
3.0

Lesson Objectives

The JAVA-model Recruiting Plan

  • recognise benefits of using the JAVA-model recruiting 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 in order 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 Recruiting Process

  • recognise 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 before the formal interview.
  • identify steps to gather information in the interview process.

    • Orienting New Customer Service Staff

  • recognise benefits of directing new customer service professionals to their jobs and the organisation.
  • identify ways to effectively orient new staff in the organisation.
  • analyse training scenarios to determine what needs to be improved to make the programme more effective.
  • apply appropriate feedback as a means of performance appraisal in a given business scenario.

    • Retaining Customer Service Professionals

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

    • Course Number:
    CUST8122