Transcript of Conversation:
Q: Hello, my name is [name deleted]. I'm a recruiter with [name of company] and I'm doing a reference check on [name of employee]. Could you give me a few minutes of your time to answer questions about his work habits and such?
A: Yes, I'd be glad to.
Q: Are you his direct supervisor?
A: Yes, I am.
Q: Could you verify that his job title is Customer Service Supervisor?
A: Yes.
Q: I know you don't have his personnel file in front of you, but could you verify that he has worked for you since October of 1995?
A: Yes.
Q: Overall, are you happy with his work?
A: Yes, he's an excellent worker.
Q: What do you consider to be his major strengths?
A: He is very level-headed, has an extreme amount of common sense, very conscientious, very punctual. He does additional tasks without being asked . . . doesn't complain.
Q: You seem very happy with his work, do you think he has any weaknesses?
A: There is only one of him.
Q: Only one of him?
A: I wish I had more workers just like him. That is his only weakness . . . I need to have him cloned.
Q: Is he able to get along well with co-workers, customers and yourself?
A: Very well. He has a great sense of humor. He makes us laugh.
Q: He sounds like a great employee. What have been his major accomplishments in the seven years he's been with the company?
A: [This question stumped him.] Well . . . he . . . he has been the customer service supervisor for seven years. He's been a very capable employee during that time. I've always depended on him.
Q: His resume indicates that he wrote a customer service program that was adopted for use by the company, is that true?
A: Yes, yes, he did do that.
Q: Perhaps I could take a few minutes to read through his resume and you could verify if statements on it are true.
A: Alright.
Q: His resumes states that he consistently exceeded all sales and performance objectives. Is that true?
A: Yes, that's true.
Q: Designed a new report system to provide management with critical performance criteria?
A: A report system? I'm not familiar with that.
Q: His resume states that this report system involved the tracking of sales and leads, analysis of financial and inventory information. Perhaps that will jog your memory.
A: Okay. I'm going to have to think about that one for a minute . . . If his resume says he did it, then I'm sure he did.
Q: Would you agree that he has outstanding organization, time management and problem-solving abilities as is claimed on his resume?
A: Yes.
Q: He also claims to have been commended by management and customers for providing excellent customer relations and service, is this true?
A: Yes, I forgot about that. He won a company award a few years back.
Q: So you would rate his communication skills as excellent, is that correct?
A: Yes.
Q: His resume also states that he supervises 21 customer service reps.
A: Yes.
Q: In general, do the customer service reps seem to like him?
A: Oh, yes. He gets along well with everyone. Everyone likes [name of employee].
Q: So, no one under his direct employ ever filed a complaint against him?
A: Not that I'm aware of.
Q: And do you happen to know off-hand if the turnover rate of customer reps increased or decreased during the time that John has been the supervisor of that department?
A: I actually don't have that information in front of me. I couldn't tell you for sure . . . but with [name deleted] . . . I think it decreased. I don't have the percentages in front of me, but I'm almost certain it decreased.
Q: He is interested in advancing his career and has applied for a position as sales manager. Do you think he's ready to handle a sales management position?
A: Yes, I do. He initiates work on his own, and as I said, he gets along very well with others.
Q: How would you compare him to other employees in the same or similar positions?
A: He is definitely above average. Of course, he's the only customer service supervisor at this branch. I can't really compare him to other supervisors with our other branches around the country, but he's above average compared to the ones we had before him.
Q: Was he promoted to supervisor, I mean, was he promoted up through the ranks?
A: Yes. He was originally hired as a customer service rep and he worked . . . I think he was a rep for two or maybe three years.
Q: So he was promoted ahead of other customer reps. Was he selected as a supervisor over more experienced customer reps?
A: Yes, he was. He was a go-getter from the start. Very smart . . . intelligent. He had leadership abilities . . . dependable. So I offered him the supervisor job. He was the best candidate.
Q: So, I assume he is a team player and self-starter?
A: Yes. Definitely.
Q: And his moral character, I assume you believe him to be honest and have integrity?
A: Oh, yes.
Q: The client I work for is interested in hiring someone who can significantly expand their account base.
Why do you think John would be capable of doing that?
A: [This question stumped him.] Well . . . he has managed the customer service sector very well for about . . . I don't recall exactly how many years, but quite a few.
Q: Does he have any experience with budgets and planning?
A: Well, he handles the budget of the customer service department. And, planning? . . . He, we expanded the building last year and he worked on . . . he carried out that plan. He supervised the . . . he was in charge of redesigning the customer service department, you know, picking the new equipment. We got new terminals, computer terminals.
Q: You are obviously very satisfied with his overall job performance and quality of work?
A: Yes, I am.
Q: On a scale of 1 to 10, how would you rate him as an employee?
A: 10.
Q: Overall, you've given Mr. [name deleted] a very positive recommendation. I assume, based on what you've said, that you would recommend him for a management position?
A: Oh yes, definitely.
Q: Just one last question, please. Do you know why he wants to leave your company?
A: I . . . well, I think . . . its for personal reasons mostly . . . I think his wife has had another child and he wants to move back closer to her parents.
Q: Well, thank you for your time, Mr. [name of reference]. You've been very helpful. Goodbye.
A: Goodbye.
