New Views on Hiring to Improve Customer Satisfaction

Dallas, TX (August 21, 2007) – To deliver on escalating customer satisfaction expectations, successful companies are those that are employee-centric according to talent consultants at Batrus Hollweg International.

Being an employee-centric company requires companies to focus with exacting precision on:

Hiring individuals with innate desires and abilities to genuinely serve customers. Predicting customer service performance is possible by measuring a complex mix of characteristics of job candidates with employee assessments using advanced psychometric assessments. This requires looking beyond the surface. Batrus Hollweg has extensively researched the optimal mix of characteristics for customer service and team orientation as well avoiding individuals with a propensity for counter-productive behaviors.
Encouraging engagement and creating an environment to go above and beyond. The ability to gauge and manage engagement is possible with organizational culture and employee satisfaction surveys. In these types of surveys, Batrus Hollweg identifies barriers and key drivers that impact employee perceptions, attitudes and behaviors that lead to customer satisfaction and business results.
Managing relationships with employees. The relationship employees have with their managers is one of the key drivers of engagement and intent to stay. One way companies can take more responsibility for this critical relationship is through leadership effectiveness surveys. Batrus Hollweg has partnered with leading companies to gauge leadership effectiveness and enhance performance.

For more in-depth information and a checklist for each of these three employee-centric best practices, follow this link:

http://www.batrushollweg.com/InsightsAndResearch/InsightArticles/CustomerSatisfaction.pdf

About Batrus Hollweg International

Batrus Hollweg International (BHI) is a leading human capital consulting firm specializing in Talent Gauging™ – assessing and developing people to drive organizational results. With 37 years of experience, BHI provides companies with objective, quantifiable solutions for: selecting the best talent; minimizing hiring mistakes; growing internal talent; aligning talent competencies with business goals; gauging company climate to identify barriers and leverage points; and filling the succession planning pipeline with more precision. BHI Talent Gauging is powered by High Definition Selection Science™. For more information, please visit: www.batrushollweg.com.