Dell's technical-support staff have the power to do more: Recruitment and training ensure quality customer service
T Bagga, G Khanna - Human Resource Management International …, 2014 - emerald.com
T Bagga, G Khanna
Human Resource Management International Digest, 2014•emerald.comPurpose–This paper aims to describe how computer giant Dell recruits and trains its
technical-support staff. Design/methodology/approach–The paper reveals the competencies
the company seeks in its recruits and how the recruits are developed. Findings–It highlights
the importance of being tech-savvy, patient and adaptable and having a positive attitude,
good communication skills, empathy with customers and loyalty to the organization. Practical
implications–It explains that the company's competency-based interview questions are …
technical-support staff. Design/methodology/approach–The paper reveals the competencies
the company seeks in its recruits and how the recruits are developed. Findings–It highlights
the importance of being tech-savvy, patient and adaptable and having a positive attitude,
good communication skills, empathy with customers and loyalty to the organization. Practical
implications–It explains that the company's competency-based interview questions are …
Purpose
– This paper aims to describe how computer giant Dell recruits and trains its technical-support staff.
Design/methodology/approach
– The paper reveals the competencies the company seeks in its recruits and how the recruits are developed.
Findings
– It highlights the importance of being tech-savvy, patient and adaptable and having a positive attitude, good communication skills, empathy with customers and loyalty to the organization.
Practical implications
– It explains that the company’s competency-based interview questions are designed to elicit details about the work the candidate has done, the way he or she has completed that work and the environment in which he or she worked.
Originality/value
– It provides a good insight into the recruitment and training of technical-support staff at a major international organization.
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