Customer Contact Personnel: Using Interviewing Techniques to Select for Adaptability in Service Employees
Abstract
Considers the need to select customer contact personnel who already exhibit the desirable trait of adaptability, thus reducing the need for training. Discusses the issue of adaptability in service employees and how to select for adaptability. Examines several methods which can be used in the selection process, such as abstract questioning, situational vignette interviewing, role playing. Concludes that whiletraining is vital for all employees, creative interviewing techniques can help to secure serviceāoriented employees who represent the most potential for service businesses.
Keywords
Citation
Thompson, A. (1989), "Customer Contact Personnel: Using Interviewing Techniques to Select for Adaptability in Service Employees", Journal of Services Marketing, Vol. 3 No. 1, pp. 57-65. https://doi.org/10.1108/EUM0000000002482
Publisher
:MCB UP Ltd
Copyright © 1989, MCB UP Limited