How To Hire And Onboard Customer-Centric Employees

November 20th, 2013

Samuel Stern

With contributors:

Harley Manning , Corey Stearns

Summary

Companies can become more customer-centric by hiring employees who inherently want to serve customers and then getting them off to the right start. Customer experience (CX) professionals can do this by partnering with their human resources (HR) department and hiring manager colleagues to transform the ways they screen, interview, and onboard new employees. Together they'll need to rewrite job descriptions and careers sections of websites, adopt behavioral interview techniques, and create interview guides that ask candidates the right questions. When new hires start, the team needs to onboard them with the help of training materials that reinforce the organization's customer-centric values.

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