I recently wrote a piece for Monster on Killer Customer Service: The Key to Surviving in this Tumultuous Economy. Here’s a handy checklist you can use for onboarding the superstars you’ll be hiring, so that you can accelerate their assimilation into the organization.
Checklist to help you effectively hire and onboard customer service employees.
Hiring
____Write or update job description
____Define the traits the ideal customer service representative should possess
____Decide who will be involved in interviewing process
____Train all participants in behaviorial-based interviewing
____Create job posting
____Share job posting with your employees and your network____Post opening on job board
____Screen resumes
____Conduct phone interviews
____Conduct face-to-face interviews
____Send “no thank you” letters to those who are no longer in consideration
____Conduct second round of interviews
____Invite candidates to spend time observing work environment
____ Check references and drug testing (if applicable)
____Present verbal job offer
____Upon acceptance, follow up with offer letter
Onboarding
Prepare for arrival
____Gather and send materials (e.g., manuals, new hire paperwork, welcome note from supervisor, etc.) to employee prior to first day of work
____Establish start date
____Arrange training for new employee
____Prepare work space for new hire including phone, computer, log-in information
____Order business cards and nameplate
____Assign buddy to work with new hire during onboarding period
____Arrange for supervisor or buddy to provide tour of workplace on first day of employment and to accompany new hire to lunch
Make it a great first day
____Place a welcome note on the new employee’s desk along with a company memento
____Send out introduction memo/e-mail to staff
____Review new hire paperwork with employee
____Review work schedule, time keeping, pay schedule and overtime policy
____Discuss procedures for scheduling time off and unexpected absences____Introduce new employee to co-workers, managers and senior leaders
____Provide tour of the facility
____Provide contact list of office personnel
____Review org chart
____Review job description and performance expectations
____Begin training
____Check in at end of the day to see how first day went and to answer any questions
Cultivating the relationship (first 90 days)
____Review the company mission and departmental goals and objectives
____Review performance appraisal process
____Provide meaningful work for the new employee and confirm the work assigned is understood
____ Give timely and constructive feedback on newly assigned work
____Provide additional training where necessary
____ Solicit feedback from the employee and adjust daily workload accordingly
____Check in on a regular basis with the employee to see how they are doing
____Continue to introduce new hire to staff from other departments and key stakeholders
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