Recruitment and Hiring
The tools needed to recruit, hire and evaluate employees with a strong customer service focus are already available within the City's hiring processes. According to the City's Bureau of Human Resources the value of providing quality service is universal across the city organization and may be included in any job description.
Managers have the ability and responsibility to add customer service values specific to a position to any job description, even if it is not specifically listed in the classification specification. The Human Resources Coordinator or analyst working with you on a recruitment can assist in crafting appropriate language for inclusion in the job announcement. In addition, as KSAs for any job are created or updated, the Customer Service Advisory Committee encourages bureaus to include a customer service element.
The CSAC research has uncovered a number of good examples of job announcements, position descriptions and interview questions that help successfully recruit and hire staff with excellent customer service skills. A sample of these examples are found on this page.
The Bureau of Environmental Services has incorporated some customer service specific questions into their interviewing process for hiring staff|
Plan adopted in 2009 containing strategies for recruitment and employee development prefaced with an overall goal to seek employees with communication, cultural competency, customer service, innovation, leadership, sustainability and leadership skills.
A sample of some customer services related interview questions utilitized by the Office of Neighborhood Involvement
The formal announcement used for the I&R Specialist contains some very spefiic customer service components
The Office of Neigborhood Involvement used the text of this add for some newspaper ads to attract candidates for an I&R Specialist job
Job announcement includes customer service elements as well as a supplemental question specifically addressing customer service skills.