This module focuses on the selection issues that are common to all service jobs. It covers some
of the general concerns that any organisation faces when selecting the right people to serve
customers.

This Module Covers
the selection criteria relevant to all service jobs....what to look for
the selection tools most suitable for assessing job applicants for service positions.... how
to find it.

Target Audience
This module has been designed to meet the needs of personnel officers, supervisors of service
staff and any others involved in the recruitment and selection of service personnel.

Accompanying Videos
WHAT TO LOOK FOR 9 minutes
HOW TO FIND IT 26 minutes

FACILITATOR’S GUIDE
HOW TO USE THIS MODULE (Extracts from the discussion leader's guide)


1 READ OVERVIEW Page

This covers
selecting for service 6
selection vs training 6
the staff selection process 7
service selection criteria 7
biases and errors in selection 9
service selection tools 9
induction - the final step 13
Familiarise yourself with the information given in the overview. It will help you to
understand the subject and can be integrated into your training sessions.


2 PREVIEW VIDEOS 14
Using the video summary sheets provided for your notes, view
WHAT TO LOOK FOR - 9 minutes 15
HOW TO FIND IT - 26 minutes 17


3 READ AND REVIEW ACTIVITIES MENU

Select the appropriate activities for your training participants. 21


4 DEVISE TRAINING SESSION

Select the appropriate training application. 44
Study the sample one-day training session. 45
Then, design your own tailored session, incorporating
your input based on the overview
the video
activities chosen from the menu
any other related materials.

The supervisor of frontline service staff performs a vital role. It is the supervisor, more than any
other person in an organisation, who is aware of the day-to-day dealings that service staff have
with customers and clients.

Available in French, Spanish, Italian, German, Portuguese and Dutch.
7 D / Formavision
Vidéofilm : 35 minutes


The Improving Service Series...

... was created by psychologists Peter Quarry and Eve Ash to meet an urgent need in Australian
organisations for high quality service training. The series’ philosophy recognises that
organisations must look at how their whole organisation functions.
Thus, a range of modules has been produced for staff at various levels - senior managers and
supervisors, as well as frontline and other service staff. Each module covers a topic vital to those
organisations wanting to offer exceptional service.
Accompanying videos cover a variety of situations, over a range of industries, so that common
principles can be highlighted. Each video has been designed to encourage service staff to identify
and appreciate quality service... as receivers as well as providers. Service staff who are sensitive
to receiving quality service become sensitive to providing it.

The preview or hire charge is entirely deducted in the case of the purchase of the videofilm so you
save time and make good decisions.

To view this title free of charge please make a reservation in our Paris viewing room.

87-89 Rue des Rosiers,

Le Mont Valerien,

92500 Rueil Malmaison

France

Telephone: 33 1 47 08 12 12

Fax: 33 1 47 08 01 58