Have you ever tried to insert a piece into a puzzle while knowing full well that it won’t fit? Unfortunately, many organizations do the same thing with their selection processes. They hire people who have been successful in what would appear to be like roles in other industries, and the results are often as disappointing as they are predictable. For example, a high-performing pharmaceutical sales professional may not be a good fit in a similar role with a high-tech company. Likewise, a customer service representative in a telecomm company’s call center may not transition well to greeting guests at the front desk of a hotel.
The fact is, different skill sets are required in different industries—even in similar roles—for employees to be satisfied and successful. And the stakes are high, given the costs of hiring replacements once it becomes apparent that those square pegs just don’t fit.
This event will focus on inspiring customer satisfaction. A satisfied customer tells three people about a good experience. If you’re lucky, your dissatisfied customers will tell only a dozen, and he’ll give you another shot. If you’re not lucky, he’ll vent his dissatisfaction on the Internet for the world to read, and never return. With new and aggressive competitors waiting to take some of your business, customer satisfaction is essential to maintaining a customer base and attracting new clientele. This event will cover identifying and hiring the right people who can deliver exceptional customer service.
This webcast has been approved for 1.0 General credits through HRCI
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