This two-part module focusses 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.

It examines the selection criteria relevant to all service jobs and the selection tools most suitable for assessing job applicants for service positions.

Video 1: What to Look For

• Introduces the five key selection criteria common to all service jobs.

Video 2: How to Find It

• Demonstrates a range of selection techniques that can be used when choosing the best applicants for service jobs.

1. Selecting for service
2. Selection versus training
3. The staff selection process
4. Service selection criteria
5. Biases and errors in selection
6. Service selection tools
7. Induction - the final step