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Why you should stop trying to delight your customers
Delighting customers does not build loyalty. Reducing customers’ effort does. These were the findings from a large customer service survey conducted by the Customer Contact Council (CCC), and featured in the July edition of the Harvard Business Review. The survey’s aim was to get answers to three questions: 1. How important is customer service to loyalty? 2. Which customer service activities increase loyalty, and which don’t? 3. Can companies increase loyalty without raising their customer service operating costs? After conducting structured interviews with customer service leaders and a study of more than 75,000 customers, the CCC uncovered three findings...
The Assessment of Intellectual Functioning in the Work Environment
Most organizations need information to assist them in selecting people for jobs. A job candidate’s thinking capability is often the key to success in the current fast paced, hi-tech environment in which academic qualifications and even work experience may not be a good predictor.
Those With the Best Talent Win
In a talent war there’s only one way win. And that is to hire and retain the best talent! Can you imagine a sports coach hiring average talent! As a manager you need to develop a real distaste for average.

Other structured interviews Related Articles

“A Positive Look at Media Interviews and A Prescription for Successful Media Interviews”
As you read the headline, I can almost hear some of you asking, “How can there be anything positive about media interviews? I would rather go for a painful visit to my dentist than participate in a media interview.” Well, I want to tell you that in more than 35 years of media interviews in my professional career, I remain positive about media interviews and will share some thoughts with you. And just in case you might believe that all those media interviews were fun & friendly, I can assure you they were not. So you are wondering how to look at media interviews in a positive light and view them as an opportunity to tell your story. Here is my prescription for you.

Structured Procrastination
You probably know what procrastination is, but have you heard about "structured procrastination"? This definition, from Stanford philosophy professor John Perry, casts structured procrastination as something even "productive" people tend to do:
The Science and Art of Great Interviewing
Great interviewers use a structured process to gather the evidence they need to make informed hiring decisions. Plan your questions in advance. Build rapport. Investigate both sides of an issue. Check for capabilities, commitment and chemistry. Learn how to detect then trust your intuition. Keep your interviews on track. And record your observations during the interview in a structured way so you can fairly compare responses of all your candidates

8 Reasons You Are Not Getting a Job Offer
Are you really too old, too young, overqualified or lacking the right education? Is the deck really stacked against you? Not likely!! Chances are you only need to improve the way you present yourself. Recently, a lady approached me after one of our seminar presentations on Career Management. She had been through 63 job interviews and wanted me to look at her resume to see what was preventing her from getting job offers. Hearing that she had 63 interviews let me know I did not need to look at her resume at all; it was doing an excellent job, getting interviews is the only purpose of a resume. So her problem was not in the resume, but something in her personal presentation.

Culture Fit
What is Culture Fit? Well the first place you are likely to hear about Culture Fit is when you are recruiting for new staff or being recruited yourself. For instance, Culture Fit Interviews differ from Behavioural Interviews, in that the Behavioural Interview attempts to find out about the candidate’s behaviour, skills, knowledge and experience. Culture Fit Interviews generally do not try to determine the individual’s capability, but rather considers the candidate’s ‘cultural fit’ with the organisation, their values and motivators.
Ten Things You Can Do To Quickly and Deeply Understand People
To really understand and evaluate people quickly, skilfully and elegantly means using structured questions and collating the answers in a mental model that gives you a rich picture to examine and review. Understanding different types of questions and using specific listening techniques can help you dramatically improve your questioning and listening in performance appraisals, selling and recruitment interviews.
Use Interview Skills Training Materials To Train People on The Most Popular Questions Asked in Interviews
In today’s competitive world, we all need to know how to sell our services and present ourselves as best as possible. This particular skill becomes even more important when it comes to doing interviews. Considering the possibility of working for years for an organisation once you are in, it is quite important to get the choice right as the stakes are high. Not only can your impressive performance at an interview help you to get a better wage but also could satisfy you more by being able to get a better job. A common process in interviews is to expect questions and most people wonder what they will be asked. This article lists a series of the most common questions asked in interviews.
Nailing A TV Interview
Print interviews are usually the easiest in terms of how you look and carry yourself. Those interviews are generally done over the phone. You could be in bed in your pajamas for all the interviewer knows. The same is often the case with radio. If you’re calling into the show, the interviewer has no idea what you look like, what you’re wearing, and if you’re in your living room or by the pool. Another upside of those types of interviews is that you can write out cheat sheets that you can refer to. But TV is a whole different animal. The following is your TV media appearance drill.
Interview Tips: How to Prepare For an Interview
Personal interview is generally the last step of the recruitment process. After clearing the interview, you will be directly given the offer letter from the company. Most people find it difficult to crack the job interviews even after possessing the complete qualifications. This is because most times they are nervous about the interviews. This nervousness may lead them to poor performance in the interviews. Here we discuss some important interview tips for clearing these interactions. Going through these details you will get complete idea on how to prepare for an interview and how to react to the interviewer’s questions.
Behavioral Tips and Interview Questions
Today, most employers are using behavioral interviews instead of the traditional personal interviews for selecting the candidates. Behavioral interviews are the interviews where the candidate is given any situation and interviewer will ask the candidate about his reaction if he were in that particular situation. That means, the behavior of the candidate is reviewed in such interviews.
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