From the course: Using Assessments to Hire Customer Service Reps
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The motivation assessment
From the course: Using Assessments to Hire Customer Service Reps
The motivation assessment
- A few years back, a Fortune 500 company hired me to teach customer service strategies to their toothpaste division. The department was struggling with motivating their team to hit their targets, and deliver a world-class customer experience. The VP gave me an example. She said that they would offer financial bonuses for any team member that hit their goal each month. She explained that only half of the team was motivated to participate in the promotion, but the other half wasn't. So I had them take a motivation assessment. What we found was that only half the team was motivated by financial gain, but we found that over 90% of the team was motivated by giving to others, balance, and harmony. When I shared this information with the client, they added a program that allowed them to give to charity, and practice yoga through the company. Within 30 days, the team began to regularly exceed their monthly targets. We're all…
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