Customer Service Case Study: Auto Dealer Uses ZERORISK Hiring System To Find Employees with Right Skills

Mar 03, 2015

Customer Service Case Study

A luxury auto dealer was looking to grow and wanted to ensure it hired employees who had core competencies that lined up with its corporate values. In this high-end market, there wasn't a large issue with high turnover because of the demand to work for this high-end dealership. But, customer service was a key corporate value within the dealership. The leadership team wanted to create and maintain a reputation for creating client-friendly environments within the dealerships, including offering exceptional client service. They knew having the right people would be integral to creating and maintaining this reputation and wanted to implement a process that ensured the employees hired were customer service–oriented.

In 2002, the client made the move to work with ZERORISK HR to implement the ZERORISK Hiring System for its interviewing and selection process. The first step was to evaluate and measure the "Emotional Intelligence Competencies" of the employees who consistently performed with exceptional customer service. This was completed by administering the ZR Profile to this group of employees to identify the core Emotional Intelligence Competencies they possessed that allowed them to succeed in customer service. One of the most critical scored areas in correlation to customer service was a positive bias to empathy. This attentive bias allowed the dealership's employees to develop genuine relationships with their clients. Additionally, ZERORISK HR trained all of the hiring managers on behavioral interviewing—with an emphasis on confirming that the candidate exhibited empathy. All future candidates were asked to complete the profile in the interview process so they could be compared to the benchmark for excellence in customer service. This process was then implemented for every position in the dealership.

In 2003, the dealership was named the exclusive recipient of the 2003 Award for Performance Excellence to recognize organizations that excel in performance excellence, quality, and customer satisfaction. Its new car client satisfaction index (CSI) at one of its Lexus stores is among the top 10 percent of 226 dealers in the United States. Its other Lexus store has a CSI of 98.9 percent, is among the top 10 percent of Lexus dealers in the overall sales experience, and is rated the top Certified Pre-Owned Lexus dealer in the United States.

Want to learn more? Attend our next ZERORISK Hiring System Certification Training Workshop March 24–25, 2015 in Dallas, Texas.

ZERORISK helps organizations build great cultures by identifying, developing, and retaining top talent. The ZERORISK Hiring System blends a revolutionary behavioral science with state-of-the-art technology to reduce unwanted turnover and improve employee performance. For more information contact us at (800) 827-5991.

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