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 service‐oriented employees who represent the most potential for service businesses.

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