How to Find and Hire Top Customer Service Employees
经过Richard D'Ambrosio/
Across the United States, the unemployment rate has held at just above 4 percent for the last three months, creatinga tight market for skilled employees。
This has made it increasingly more difficult for travel agency owners to find and hire good agents, forcing them to recruit from outside the travel industry and refocus their培训工作。
As a result, agencies and owners may need to shift their mindset from looking for resumes with travel experience, to candidates with personality traits suited for delivering great customer service, experts say.
beplay客服旅行市场报告采访了James Houran博士。以及AETHOS Consulting Group的董事总经理,向代理商提供有关如何在这个新时代招募的建议。
旅行和酒店业的招聘和招聘实践是否适合当前劳动力市场?
良好的客户服务等同于有效的人技能,这本身反映了情商,服务取向以及主动设定优先事项和问题解决方案的能力的结合。这些能力在一起是许多人所说的款待“ X因素”。这是一种远远超出技术专长或领域知识的能力,并且很难评估公司何时主要通过简历或LinkedIn配置文件评估候选人。强大的专业知识正是大学,大学和技术课程所提供的。但是X因子倾向于以艰苦的方式学习并通过街头智能进行磨练,因此该领域的能力更加难以捉摸。
What do you advise hiring/recruiting managers to do in writing job descriptions to attract candidates with high service standards?
准备“机会概况”与“职位描述”。工作描述解释了这项工作是什么,而机会资料则告诉候选人如何在组织中实现这项工作,成功的样子以及如何推动自己的职业轨迹。机会概况可以概述执行角色“手动”方面所需的技术专长,但它进一步谈论了“目的,原理和平台”的要素。确保您正在描述公司的文化,其核心价值观和团队动态。高表现的人 - 球员 - 努力寻求主人翁感,问责制和文化健康,而不是打球的机会。
雇主需要什么招聘思维方式才能进行这一转变?
“雇用个性,态度和技能训练”的常见口头禅是错误的名称。相反,雇主必须解决“ X因子”的范围,应包括定义特定角色成功的核心竞争力。我主张雇用具有正确能力的人 - 技术能力与人际关系能力的平衡。这不是一个/或主张 - 两者对于当今市场的成功至关重要。
What are some of the best questions an employer can ask to discern if a prospective candidate has the right emotional customer service makeup?
We have never found a 100% fool-proof set of questions that reveal the ‘X Factor” – probably because these don’t exist. That said, here are some tips on each aspect of a due diligence process:
- Before a structured interview, use an assessment that focuses less on classic personality traits and more on trainable, learned interpersonal and stress management skills involving emotional intelligence, self-motivation and self-directedness, grit and resilience, tolerance for ambiguity, service orientation and cognitive ability.
- 在访谈中,请求特定的,具体的示例,以建立和加强团队内部和之间的关系,以及解决冲突,管理和交付客户期望。星星方法是一种常见但有用的策略 - 要求申请人谈论他们所面临的特定情况以及他所需要完成的任务;然后讨论采取的行动,重点是他们的个人贡献;最后,结果或结果,例如,发生了什么事,活动是如何结束的,您完成了什么,或者您学到了什么?
- Lastly, reference checking is often regarded as meaningless, since most previous employers are hesitant to say anything that could expose the company to legal or negative PR issues. However, one specific and very revealing question to ask is, “Would you踊跃重新聘请这个人?”即使是简单的 - 是或否 - 响应也说明了数量。
机构所有者如何更好的市场他们的公司吗s to prospective X Factor candidates?
Always be prospecting for talent – even in places where you think it’s unlikely to find superstars. When you are in public spaces or stores, look for individuals who:
- Are smiling even when not interacting with others
- Seem to take initiative or are assertive with asking others if they need help
- 与他人进行良好眼神交流的人
Engage with these people and ask questions like, “How long have you worked here?” or “What do you like best about working here.” Throw in some questions that ask for service from the person, yet without an obvious pay-off (like a tip), e.g., “Where’s the best restaurant in town?” or “Would you please point me to the restroom?” Questions like these take up the person’s time, so watch for how well the person stops, pays attention in the moment and responds to your request for service. If someone excels at some or all of these service actions, then be sure to compliment them sincerely as you hand out your business card, and add that people like them are valued employees at your business.
James Houran, Ph.D., is managing director of AETHOS Consulting Group, and a 25-year veteran in applied psychological research. A published expert on peak performance, online testing and interpersonal and organizational compatibility, Houran has authored over 150 articles, and his award-winning work has been profiled on the Discovery Channel, the BBC, National Geographic, NBC’s Today Show, USA Today, New Scientist, Psychology Today and Forbes.com.