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• Introduction
Leadership that:
Focuses the entire 1. Hire the
organization on Right People
supporting the
frontline
3. Motivate and Energize Be the preferred
employer &
Your People compete for talent
Fosters a
Utilize the full market share
strong service
range of rewards
culture with Service Excellence Intensify
passion for the
service and & Productivity selection
productivity process
2. Enable Your People
Empower frontline
Drives values Build high performance service
that inspires, delivery teams
energizes and Extensive training 10
guides service
providers
10/6/2019 BBA 305 Services Marketing
Hire the Right People
Jim Collins
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• Observe behavior
• Hire based on observed behavior, not words you hear
• Best predictor of future behavior is past behavior
• Consider group hiring sessions where candidates are given group
tasks
• Conduct personality tests
• Willingness to treat co-workers and customers with courtesy,
consideration, and tact
• Perceptiveness regarding customer needs
• Ability to communicate accurately and pleasantly 14
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