Recruiting for Service Excellence — How to Avoid Undermining Your Workplace Culture of Service

787 views
599 views

Published on

Mission statement, vision of excellence or commitment to service. Companies might call them by different names, but the concept is universal. “Here is our statement on how we treat our customers, and the lengths we will go to ensure our standards are the highest possible.” These ideas represent the company’s image and culture to stakeholders.

Customer loyalty can be worth 10 times as much as a single purchase. Think about the harm caused by recruiting candidates who do not exhibit customer-friendly behaviors. All of the best efforts in creating high workplace standards are only as effective as the employees you hire who fit that culture. This session will identify key behaviors that recruiters and hiring managers often overlook when recruiting candidates, but that are needed to support service excellence.

Learning objectives

Explore and compare various statements of service excellence from a wide variety of industries.
Learn from what world-class organizations are doing to recruit candidates who fit their vision of service excellence, including Disney, Baptist Healthcare, GlaxoSmithKline and Starbucks.
Identify key behaviors recruiters and hiring managers must account for, but often overlook.
Look at data points that reinforce how behavioral screenings support better workplace outcomes for superior employee performance.
Provide action steps to align recruitment pre-screening with service excellence vision and goal statements.

The presentation will explore real-life examples of service excellence by leveraging multimedia and examples of expert works from relevant research. For example, a video of a Southwest flight attendant demonstrating his commitment to customers will be played, inviting participation from everyone in analyzing that video through an active conversation. Key knowledge points from several prominent books will be dissected and discussed for direct application to each attendee’s employer.

0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
787
On SlideShare
0
From Embeds
0
Number of Embeds
152
Actions
Shares
0
Downloads
0
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Recruiting for Service Excellence — How to Avoid Undermining Your Workplace Culture of Service

  1. 1. Recruiting forWorld-Class Servicewww.SkillSurvey.com phone: (610) 947-6300 Page 1Presented by Brian GilbertDirector, Business DevelopmentSkillSurvey, Inc.How To Avoid Undermining Your Workplace Culture of Service
  2. 2. Agenda• What is “Excellence”?• How do you hire for Excellence?What can you apply to your currentwww.SkillSurvey.com phone: (610) 947-6300 Page 2• What can you apply to your currenthiring/recruitment model?
  3. 3. Let’s begin with an example…www.SkillSurvey.com phone: (610) 947-6300 Page 3
  4. 4. How do you define “Excellence”?www.SkillSurvey.com phone: (610) 947-6300 Page 4As it relates to “Service Excellence” or “Customer Service ”:Is this standard definition setting the bar too low? Too High?
  5. 5. Some Scary Data Pointswww.SkillSurvey.com phone: (610) 947-6300 Page 5Source: Zendesk
  6. 6. Some Scary Data Pointswww.SkillSurvey.com phone: (610) 947-6300 Page 6Source: Zendesk
  7. 7. Many Stories and Examples of Culture Change…www.SkillSurvey.com phone: (610) 947-6300 Page 7
  8. 8. Let’s Talk Motivation…www.SkillSurvey.com phone: (610) 947-6300 Page 8
  9. 9. Let’s Talk Motivation…www.SkillSurvey.com phone: (610) 947-6300 Page 9Tasks that require even “slight”creativity, requiring emotionalintelligence, creativity, philosophy,feelings, beliefs emanate from the rightbrain.Left Brain Functions are the moretechnical operations, like analyticthought, logic, math, facts
  10. 10. Creative Problem Solvingwww.SkillSurvey.com phone: (610) 947-6300 Page 10Glucksberg, S. (1962). The influence of strength of drive on functional fixedness and perceptualrecognition. Journal of Experimental Psychology, 63, 36-41
  11. 11. In Down Economic Times – Sound Hiring is Keywww.SkillSurvey.com phone: (610) 947-6300 Page 11“Driving a High-Performance Culture – Ten Key Insights from Corporate Leadership Council Research –The Corporate Executive Board
  12. 12. When the “Fit” Isn’t Rightwww.SkillSurvey.com phone: (610) 947-6300 Page 12“Driving a High-Performance Culture – Ten Key Insights from Corporate Leadership Council Research –The Corporate Executive Board
  13. 13. Return on Investment Evidence – Customer Service“…each customer retained by a bank forfive years equated to roughly $263 inprofits.““… it costs five times more to get a newcustomer than to retain an existing one.”www.SkillSurvey.com phone: (610) 947-6300 Page 13Of people that experience poor service,95% just simply vanish.Of those, 13% will complain to an averageof 20 people each.Source: TARP (Technical AssistanceResearch Program)
  14. 14. Bad News – Good News$235,000Total bottom line impact oflosing 1,000 bank accounts,not considering:- loss of morale to staff- negative PRSource: Laurie Liswood, former assessor forReducing customer defections canboost profits by 25-85%. In 73% ofcases, the organization made noattempt to persuade dissatisfiedcustomers to stay; even though 35%said that a simple apology would haveprevented them from moving to thecompetition.www.SkillSurvey.com phone: (610) 947-6300 Page 14Source: Laurie Liswood, former assessor forthe Malcolm Baldridge National QualityAward in her book “Serving Them Right”Source: White House Office ofConsumer Affairscompetition.Source: National Opinion PollHappy customers who have their problems resolved will tell 4-6 people about theirpositive experience.Customer loyalty can be worth up to 10 times as much as a single purchase.56%-70% of the customers who complain to you will do business with you again if youresolve their problem. If they feel you acted quickly and to their satisfaction, up to 96%will do business with you again, and they will probably refer other people to you.
  15. 15. Return on Investment Evidence – Awards Worth It?Study published European Foundation for QualityManagement, looked at 120 award-winning organizations(24 from the US).Compared performance against similar companies of samesector, size, etc…www.SkillSurvey.com phone: (610) 947-6300 Page 15sector, size, etc…Outperformed competition:77% in sales44% in assets18% in operating income
  16. 16. Return on Investment Evidence – Service ExcellenceAcross Cargill BusinessUnits that deployBaldrige :Gold – High Degreeof Deploymentwww.SkillSurvey.com phone: (610) 947-6300 Page 16Blue - PartialDeploymentWhite - Beginninghttp://www.baldrige.com/baldrige/baldrige_process/baldrige-roi-at-cargill/
  17. 17. "We want passionate people who lovecoffee . . . Were looking for a diverseworkforce, which reflects ourcommunity. We want people who enjoywhat theyre doing and for whom work isan extension of themselves."Example – Where Service IS the Brand…www.SkillSurvey.com phone: (610) 947-6300 Page 17what theyre doing and for whom work isan extension of themselves."- Starbucks
  18. 18. “When people have ashared sense of mission,vision, and values, they caneffectively work towardcommon goals and managethemselves and theirCommon Source Inspirationwww.SkillSurvey.com phone: (610) 947-6300 Page 18themselves and theirresponsibilities…”- Al Stubblefield“The Baptist HealthcareJourney to Excellence”
  19. 19. Early Info Gathering for Better Fitwww.SkillSurvey.com phone: (610) 947-6300 Page 19“Driving a High-Performance Culture – Ten Key Insights from Corporate Leadership Council Research –The Corporate Executive Board
  20. 20. What do YOUR Mission/Value Statements Say?Individual ResponsibilityCommitmentwww.SkillSurvey.com phone: (610) 947-6300 Page 20Ethics/Integrity/HonestyTeam/Teamwork
  21. 21. HIGH2.5Service Excellence - Developmental Need for Administrative Professionals (n= 6,322)Behavioral Scores – Admin Professionals, v2About 10% ofCandidates scoreweakly against those 4behavior themeswww.SkillSurvey.com phone: (610) 947-6300 Page 210.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0LOWMODERATE90.76.8Percent in Each Developmental Need Categorybehavior themes
  22. 22. HIGH2.6Service Excellence - Developmental Need for Customer Service Rep - Phone (N= 4,782)About 10% ofCandidates scoreweakly against those 4behavior themesBehavioral Scores – Customer Service (Call Ctr-Phone)www.SkillSurvey.com phone: (610) 947-6300 Page 220.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0LOWMODERATE90.37.1Percent in Each Developmental Need Categorybehavior themes
  23. 23. HIGH3.8Service Excellence - Developmental Need for Operations Professionals (N= 2,043)About 11% ofCandidates scoreweakly against those 4Behavioral Scores – Operations Professional, v2www.SkillSurvey.com phone: (610) 947-6300 Page 230.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0LOWMODERATE89.56.7Percent in Each Developmental Need Categoryweakly against those 4behavior themes
  24. 24. HIGH3.1Service Excellence - Developmental Need for IT Professionals (n= 2,225)About 10% ofCandidates scoreweakly against those 4behavior themesBehavioral Scores – IT Professional, v2www.SkillSurvey.com phone: (610) 947-6300 Page 240.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0LOWMODERATE89.67.3Percent in Each Developmental Need Categorybehavior themes
  25. 25. Summarywww.SkillSurvey.com phone: (610) 947-6300 Page 25Summary
  26. 26. Know Your Statement – Base Evaluations On ItShift to a Behavior-Based SystemApply Key Questions/Behavior Evaluation to Your Hiring ProcessHiring for Service Excellencewww.SkillSurvey.com phone: (610) 947-6300 Page 26Consider Reference Checks Earlier – Drive InterviewsCommunicate Your Strategy – Upward, Peers, Hiring ManagersMeasure and Communicate Your Success
  27. 27. About Us: SkillSurvey• 400,000 + Candidates in 2012 – 60% + Increase– Candidates in 2011 – 247,000+– About 2,000,000 people will experience SkillSurvey process in 2012• 600+ customers• 301 surveys in current inventory (in Feb 2013)www.SkillSurvey.com phone: (610) 947-6300 Page 27• 301 surveys in current inventory (in Feb 2013)– Cynthia Hedricks, PhD, Chief Analytics Officer– Job-specific surveys cover all aspects of business – scientifically validated forjob success and other key metrics• Inventor of web-based reference checking with a patent pending
  28. 28. Financial Services &InsuranceGov, Non-Prof & Edu Services & IT Pharma & MedicalHealthcareSample Clientswww.SkillSurvey.com phone: (610) 947-6300 Page 28Engineering &ConstructionConsumer Products &RetailEnergy & Utilities HR Related Manufacturing
  29. 29. Questions / Discussionwww.SkillSurvey.com phone: (610) 947-6300 Page 29Brian GilbertDirector, Business DevelopmentSkillSurveybgilbert@skillsurvey.com

×