This article has been translated from Spanish – click here to view the Spanish version
Definition: A group of attitudes and procedures that a company must follow in order meet client’s expectations relating to treatment, price, service and quality.
Customer Service has 3 key stages: before, during and after the purchase.
The After-Sales-Service in Recruitment includes the following activities: queries and claims service, replacement of the position if the hired person does not meet expectations or the person leaves the company during the guarantee time, as well as personalized assistance and updates.
The Queries and Claims treatment:
The attitude towards a claim must always be positive, favourable to client requests, flexible, agile and decisive.
Good quality means meeting or exceeding your offer to clients.
Good Customer Service is the soul of any business. You can offer discounts and slash prices to bring in as many new customers as you want, but unless you are able to retain customers, your business will not be profitable for long.
Repeat customers can be considered happy customers – happy enough to pass on positive feedback about your business ethics and quality to others, who may then try the product or service you offer, and also become repeat customers.
How do you go about forming such a relationship?
By remembering the one true secret of good customer service and acting accordingly: “You will be judged by what you do, not what you say.”
- Do not make promises unless you will keep them
- Listen to your customers
- Be helpful – even if there is no immediate profit in it
Provide excellent customer service that outshines your competitors.
Determine what makes your offer special.
Study the Competition
- Think about your competitor’s customer service and the customer service you provide. What can you offer your customer that is “better” than the competition?
- There are surely aspects of your customer service that you can promote as special or unique
Last but not least, we will mention an example on what GLOBE 24-7 has done showing commitment and implementation of Customer Service Best Practices.
During the Recruitment Process for the “Audit of Mining Titles Project” performed for Bureau Veritas in Colombia, we noticed the project was so dense and complex, that candidates often signed a contract and relocated to a new city with limited knowledge of living conditions as well as places to rent. In an effort to both help our candidates and enhance our client’s brand, we decided to embark on a housing market study in the area and provide our findings to Bureau Veritas and potential candidates to ease their decision making process by answering questions even before they were asked.
The result was very satisfactory to our client and candidates, who felt this support and help to find new housing was very beneficial to them.
Juan David Viñas Restrepo, Senior Recruitment Consultant GLOBE 24-7