- Higher Customer Satisfaction
- Better Hiring Decisions
- Improved Sales
- Stronger Work Ehtic
- Increased Cutomer Loyalty
- Greater Integrity
Service Impacts Customer Loyalty:
Service businesses today are facing increasingly stiffer
competition. While advertising and promotions can bring potential customers to
the business, survival depends on converting these "shoppers" into "buyers"
and, more importantly, into repeat customers. Customer satisfaction and the
decision to buy are critically influenced by how the customer is treated by the
service provider. Sales and quality service go hand-in-hand. You want service
providers who can create a positive experience for the customer and who can
convert opportunities into sales.
Personality Makes a Difference: While many factors
impact the ability to provide excellent customer service, a critical ingredient
is the service provider's basic personality. Training can help applicants learn
some key service behaviors, but it is difficult to change basic personality.
Even with the best training, a poor customer service personality tends to seep
out and have negative effects on customer interaction. Our research
demonstrates there are identifiable personality characteristics that
distinguish applicants better suited to dealing with customers, both in
sales-oriented service and pure service roles. SELECT identifies positive
|SELECT measures seven key
dimensions of the service personality and helps you make a more informed hiring
Convenience Store Associates
Personal Service Providers
Many other job
Easy Simple to use and administer
Internet-Based, immediate results
Easy to customize and validate for
More Options Math: a basic test for making
change, counting inventory, and doing simple price markdowns
Expanded: includes items which indicate drug use, carelessness about
safety, poor work attendance and theft potential.
| Positive Service Attitude
Positive outlook on the customer and the service
Accommodation to others
Willing to accommodate; aims to please.
Acceptance of Diversity
Tolerates others different from self.
Enjoys high level of social
interaction (personal service version only)
Internet version includes specific components for each survey
Using the Interview as a part of an Integrated
View Report (PC Version)
(You will need a "FREE"
Adobe Acrobat Reader to view)
Adobe, Acrobat, and the Acrobat logo are
trademarks of Adobe Systems Incorporated.Most
interviewers think they have good "instincts." While interviewing is the most
commonly used selection procedure, in most cases it is considered to be the
least valid. Why? Because in most hiring interviews, an untrained interviewer
reaches his/her decision about the applicant during the first 3 to 5 minutes of
the interview and spends the remainder of the time rationalizing his/her
But they don't.
The good news for the applicant -
first impressions make the difference.
The downside for the company - first
impressions mean little in terms of predicting job success.
What do you
really know about the candidate and their qualifications after only five short
minutes? Very little. What you may know is whether you liked their choice of
clothing, if they have a "firm handshake," or whether or not they appeared
nervous. Are these the qualities that determine success in the job?
Unless they are well trained and use a behaviorally-based, structured
Generally, in-depth interviews are the last hurdle in the
selection process. It is here that the interviewer (or the interview team)
makes the final hiring decision. How do you give the interviewer the right
tools to improve their chances of making the correct decision (and reduce the
cost of making a bad hire)?
Most research indicates that the
effectiveness of the interview will be greatly improved if you use a
well-developed, structured, behavioral interview process which includes
training for the interviewer(s).
A good interview process will:
- Focus the interview on the relevant job competencies
- Encourage the applicant to describe their typical behavior
rather than providing rehearsed answers
- Provide consistency (all applicants are asked the same
- Help you to avoid asking illegal or inappropriate questions
- Allow you to objectively compare candidates
- Improve your hiring decisions
Download SELCT Screen
Show (PC Version)