The document discusses best practices for customer service processes from various top companies. It examines practices related to recruitment and hiring, training, performance management, and incentives. Many companies use behavioral interviews, assessments, and simulations to identify candidates with strong customer service skills and orientations. Extensive training programs are also used to convey corporate culture and job responsibilities. Companies emphasize hiring the right employees who are motivated to serve customers well.
27. Recent Changes to Screening Requirements
More Customer Service
Skills Assessment
More Emphasis on "Fit"
and "Potential" than
"Experience"
More Interviews and More
Selective
0% 10% 20% 30% 40% 50% 60%
Percent Respondents Reporting
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31. Ascent Group Publications
Focus
Customer Service Operational Improvement
Customer Service Innovation & Best Practice Discovery
Customer Service Performance Measurement & Benchmarking
Customer Service Market Research
All Industries
Business Type
Professional Services Firm
Management Consulting Publisher of Industry Research Journals
No hardware, software, or technology vendor affiliations
Company Goal
Providing process-oriented data, information, and management
consulting to help companies improve customer service performance
and customer satisfaction, while reducing customer service cost.
Company Background
Incorporated in Georgia, 1989
Offices in Athens, GA
Certified Female Business Enterprise, State of Illinois, State of Pennsylvania, State of
New York, and Nationally through National Woman Business Owners Corporation
32. Christine Kozlosky • President • ckk@ascentgroup.com
120 River Oak Way • Athens, Georgia 30605
TEL 888.749.0001 x.2 • FAX 866.941.0005
www.ascentgroup.com
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