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BUS 335 Strayer Business Expansion and Sustainability Paper

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BUSINESS EXPANSION AND SUSTAINABILITY 9
Running head: BUSINESS EXPANSION AND SUSTAINABILITY 1
Business Expansion and Sustainability
Brandi White
Strayer University
BUS 335
March 16, 2020

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Business Expansion and Sustainability
Job Requirements
The work of a customer care representative entails different responsibilities that all revolve
around making the client comfortable and satisfied. Therefore, human resource managers (HRM)
should choose candidates with specific characteristics. Some of the essential requirements
include the ability to empathize with the client's needs, communicate in a professional and timely
manner, and keep a record of progress. The HRM will determine if the candidates possess these
qualities during interviews. During these sessions, the candidates will provide evidence of
academic certifications, previous working experience, and influences outside the field of
customer care. These requirements will determine the type of talent that the organization hires.
The Customer Service Institute of America (n.d), certifies students who have completed
customer care courses and demonstrated competence in the field. The organization partners with
institutions and individuals to create a business environment that focuses less on the service or
product provider and more on the client's input regarding the quality of product or service needed
in the market. Therefore, if a prospective employee goes through such a course, he or she stands
a higher chance of gaining admission into the organization compared to his or her untrained
counterparts.
The prospective candidates also need previous experience in customer service to be able to
handle disagreements between the clients and the organization. A candidate who lacks
experience in this area will always seek the help of his or her superiors for every little dispute
that occurs and will be unable to keep up with the workload (Collewet, & Sauermann, (2017).
During the interview, the HRM will determine the interviewee's experience in the field by asking
him or her to describe a time when he or she resolved a conflict with a client and the outcome of
the entire ordeal. The response to this question will inform the interviewees of the candidate's
proficiency, professionalism, communication skills, and empathy.
Finally, HRM should ask the candidates to explain some external experiences that improve
customer care skills to gain insight into their passions and attitudes towards life, the organization,
and the industry. For example, if the prospective employee mentions that an unpleasant customer
care experience inspired the decision to join the field, the professionals will expect high-quality
performance from him or her.
Long-term Recruitment Plan
Many organizations struggle with employee retention and filling vacant positions due to the lack
of a long-term recruitment plan. In this context, the stakeholders will align the hiring plan with
the organizational goals. For instance, they will use the company's brand to attract the right talent
pool. If the organization develops a strong brand, different types of candidates will be interested
in offering their skills and expertise to the company. After receiving applications, the HRM will

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BUSINESS EXPANSION AND SUSTAINABILITY 9 Running head: BUSINESS EXPANSION AND SUSTAINABILITY 1 Business Expansion and Sustainability Brandi White Strayer University BUS 335 March 16, 2020 Business Expansion and Sustainability Job Requirements The work of a customer care representative entails different responsibilities that all revolve around making the client comfortable and satisfied. Therefore, human resource managers (HRM) should choose candidates with specific characteristics. Some of the essential requirements include the ability to empathize with the client's needs, communicate in a professional and timely manner, and keep a record of progress. The HRM will determine if the candidates possess these qualities during interviews. During these sessions, the candidates will provide evidence of academic certifications, previous working experience, and influences outside the field of customer care. These requirements will determine the type of talent that the organization hires. The Customer Service Institute of America (n.d), certifies students who have completed customer care courses and demonstrated competence in the field. The organization partners with institutions and individuals to create a business environment that focuses less on the service or product provider and more on the client's input regarding the quality of product or service needed in the market. Therefore, if a prospective employee goes through such a course, he or she stands a higher chance of gaining a ...
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