Florida Hospital Orlando is the chosen nonprofit healthcare organization, whose main goal is in-patient care and medical emergencies; and mission is to support the commitment to healthcare.
Company President, Janae Sansone, stresses the primary subject matter in this case, which involves employee engagement and job satisfaction. Furthermore, the Board would like to select flexible, fun, creative, and energetic employees with excellent customer service skills. A critical factor of a successful organization involves effective employee selection. Some of the factors that affect the reliability of selection measures include the emotional and physical state of the applicant, lack of connection with the interviewer, and the difficulty of the interview …show more content…
For instance, the interviewer may ask the applicant to share a story about a particular moment when he or she encountered a problem where he or she did not immediately know how to resolve the problem, and how did she or he eventually resolve the problem and how did she or he communicated with the customer. Other interview questions include the strengths and weakness of the applicants when interacting with the customers or approaches the applicants use to deal with an angry customer. Additionally, an interview question that is critical in identifying excellent customer service representatives include: what do you enjoy the most about working in customer service?
The Board would also like some recommendations about appropriate testing for entry-level customer service personnel. I recommend having a job fair, including 30-45 min typical scenario questions, where real life scenarios are given and ask the applicant how he or she would solve the problems. This sort of testing will not only be more engaging and fun, but also will help identify possible qualities needed for job success, which include communication, ability to handle stress, interpersonal skills, and reasoning abilities (Kleiman, …show more content…
To encourage employees to get involved in the community, the managers need to make all employees aware of these volunteer opportunities by putting up bulleting boards and signs in the office, cafeteria, lunch rooms, and even in the bathrooms. Additionally, knowing each employee outside of work is critical. For instance, managers need to know certain qualities and skills of each employee and target volunteer events specifically to them. As a result, this will strike an emotional chord and will make it more meaningful with a purpose, which will strongly affect employee engagement and commitment to the organization (Jung, 2016). Additionally, managers need to get employees involved by organizing contests and offering prizes, and honor the winners publicly. This will lead to employee motivation towards their organizational goal of helping the community and higher customer satisfaction (Ganesh, 2016). Also, managers should be a part of it as well because the more committed managers are to making a difference to the community, the more employees will want to get involved and be passionate in supporting the organization in its efforts to help the community. Consequently, employees will develop a sense of meaningfulness and choice with a clear purpose to the commitment of helping the community (Thomas,
Company President, Janae Sansone, stresses the primary subject matter in this case, which involves employee engagement and job satisfaction. Furthermore, the Board would like to select flexible, fun, creative, and energetic employees with excellent customer service skills. A critical factor of a successful organization involves effective employee selection. Some of the factors that affect the reliability of selection measures include the emotional and physical state of the applicant, lack of connection with the interviewer, and the difficulty of the interview …show more content…
For instance, the interviewer may ask the applicant to share a story about a particular moment when he or she encountered a problem where he or she did not immediately know how to resolve the problem, and how did she or he eventually resolve the problem and how did she or he communicated with the customer. Other interview questions include the strengths and weakness of the applicants when interacting with the customers or approaches the applicants use to deal with an angry customer. Additionally, an interview question that is critical in identifying excellent customer service representatives include: what do you enjoy the most about working in customer service?
The Board would also like some recommendations about appropriate testing for entry-level customer service personnel. I recommend having a job fair, including 30-45 min typical scenario questions, where real life scenarios are given and ask the applicant how he or she would solve the problems. This sort of testing will not only be more engaging and fun, but also will help identify possible qualities needed for job success, which include communication, ability to handle stress, interpersonal skills, and reasoning abilities (Kleiman, …show more content…
To encourage employees to get involved in the community, the managers need to make all employees aware of these volunteer opportunities by putting up bulleting boards and signs in the office, cafeteria, lunch rooms, and even in the bathrooms. Additionally, knowing each employee outside of work is critical. For instance, managers need to know certain qualities and skills of each employee and target volunteer events specifically to them. As a result, this will strike an emotional chord and will make it more meaningful with a purpose, which will strongly affect employee engagement and commitment to the organization (Jung, 2016). Additionally, managers need to get employees involved by organizing contests and offering prizes, and honor the winners publicly. This will lead to employee motivation towards their organizational goal of helping the community and higher customer satisfaction (Ganesh, 2016). Also, managers should be a part of it as well because the more committed managers are to making a difference to the community, the more employees will want to get involved and be passionate in supporting the organization in its efforts to help the community. Consequently, employees will develop a sense of meaningfulness and choice with a clear purpose to the commitment of helping the community (Thomas,