Impact Learning Systems


The HEART in Hiring Monique Castillo

While out of town on busi­ness recently, I stayed at a Home­wood Suites hotel. This hotel wasn't extravagant–no restau­rant, no valet ser­vice. What it did have though, was con­sis­tently out­stand­ing cus­tomer service.

From the moment I walked in, I received great cus­tomer ser­vice. It took many forms: being greeted by name every time I walked into the lobby, being shut­tled accord­ing to my sched­ule not theirs, hav­ing a spi­der humanely removed from my ceil­ing, and more.

I left the hotel think­ing "This com­pany hires the right peo­ple, and they take pride in the ser­vice they provide."

As a man­ager or hir­ing spe­cial­ist, you can't afford to have the wrong peo­ple in the job. The Impact Learn­ing Sys­tems HEART ModelTM can serve as a great guide to hir­ing for cus­tomer care jobs.

Look for job can­di­dates to demon­strate the fol­low­ing characteristics:

  • Hear and Under­stand — Does the can­di­date exhibit good lis­ten­ing skills and empa­thy dur­ing the inter­view, and does he or she ask help­ful ques­tions to under­stand what is being said?
  • Expect the Best — Is the can­di­date upbeat, pos­i­tive, and opti­mistic? Excited about what the job entails?
  • Act with Integrity — Look at the candidate's work his­tory. Ask hypo­thet­i­cal sit­u­a­tional ques­tions to hear how he or she would act in a par­tic­u­lar situation.
  • Respect Diver­sity — Does the can­di­date seem open-minded and able to get along well with oth­ers? Ask how he or she would embrace oppor­tu­ni­ties to help cus­tomers and fel­low employees.
  • Tran­scend Your­self — Does the can­di­date enjoy the con­tin­u­ous pur­suit of new goals? Is he or she will­ing to learn some­thing new-and eager for a challenge?

If you get the right peo­ple in the job from the start, your job will be eas­ier, since you know you have a team in place that is customer-focused and cares about pro­vid­ing mem­o­rable service.

Monique Castillo is an Impact Per­for­mance Spe­cial­ist with knowl­edge and back­ground in cus­tomer ser­vice, sales, coach­ing and men­tor­ing. When she is not help­ing cus­tomers improve their busi­ness, she is also a world trav­eler, gym enthu­si­ast, and an aspir­ing foodie.
7 The HEART in Hiring
Monique Castillo
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