Hiring a new CSR

[johnsharp]

Your team is the face of your agency to your prospects and clients. They represent you and everything that you work hard to build and maintain. You can’t take that lightly!. For your next interview….

You do the usual interview questions. You look at the usual body language, how they present themselves, etc. And then, I want you to give the person a little surprise assignment.

“Can you email me a list of where you would go to find prospects?” for a potential sales producer.
“Can you email me a few examples of what you would write in a thank you note to a new client, someone who just got a quote, and a local mortgage lender who sent us a referral?” for a potential customer service rep.

You can come up with whatever assignment you want but I follow these guidelines:

You want them to show a sample of creativity in your business.
You DON’T give a due date.
You DON’T give too many specifics.
They can’t do it immediately. Tell them to submit by email.

Here is the point to this…
You’ll learn more about this person from this one little task then from the entire interview. First, how much do they want the job? Look at the response time. If they take longer than 24 hours, I wouldn’t hire them. You want people who WANT the job and that are proactive. How hard did they try? Is the work good? Were you impressed? This is why you don’t make too many guidelines. You really want to see what they come up with on their own.

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