Posts by: Victoria Kenward How do your temporary workers want you to communicate with them? It’s a deceptively simple question – and one that Staffing Industry Analysts set out to answer with their 2020 North American Temporary Worker Survey. The full report is available to members, and here are a few highlights you may find interesting: Email is #1…. Continue reading
Every once in a while I read an article or post with an idea so important, I have to share it. Today is one of those occasions. This post on Jeff Toister’s Inside Customer Service Blog explains the concept of “whole company support.” It’s an operational principle we’ve used for years at Haley Marketing to… Continue reading
Want to use service experience as part of your USP or competitive differentiation? Make sure you walk the walk. Here are 5 fresh ways to elevate your CX – and stand head and shoulders above competitors: 1. Gather and give feedback. What are you doing well? Where could you improve? When it comes to service… Continue reading
Product recommendations. Visual searches. Virtual assistants. Artificial intelligence has already changed the game in competitive customer-facing industries like retail. The reason is simple: Customer experience is everything. AI’s ability to improve service experience is so transformative that a recent survey showed: AI customer service technologies are the second most common use of AI (behind IT)…. Continue reading
Feel like you’re walking on egg shells around clients and candidates right now? We’re all under more stress than usual. People are concerned about health, work and finances. Many are feeling cooped up, frustrated and downright lonely. All that worry and restlessness heightens sensitivity, so much so that the tiniest issues can quickly escalate into… Continue reading
“We appreciate you.” It’s an extremely important sentiment, especially during a time when customer loyalty is being tested every day. If you’re looking for a great way to: send a special “thank you” to a valued client recognize the exceptional effort a temporary associate showed while on assignment reward an internal employee for their hard… Continue reading
“Why do people get sick?” “Why do I have to eat vegetables?” “Why don’t we have wings?” Toddlers ask questions like these all the time. For them, asking “why” stems from their natural curiosity and desire to understand the world around them. Why am I writing a customer service post about “why” questions? When customers… Continue reading
Staffing and recruiting firms come to us with all types of challenges and opportunities; our goal is to help them achieve their goals. Check out how smart planning, creativity and Shareworthy Service helped this client efficiently fulfill placements for a high-potential client, and test a new video marketing concept: TalentTeam Founded in 1977, TalentTeam employs… Continue reading
Does your staffing firm make the same customer service mistakes over and over again? No staffing company is perfect. Whether it’s an error in billing, a forgotten phone call or a missed recruiting deadline, everyone slips up with their service from time to time. But the smart agencies learn from their mistakes – and don’t… Continue reading
Which would you rather hear: “I can’t do that until…” or “I can certainly have that for you on…” Perception is reality, and your language shapes it! Your customers are under enough stress already. If you want to win clients’ and candidates’ hearts and minds, your service needs to take away their stress – not… Continue reading
Enjoy reading a great customer service story? I sure do. Besides making me feel good, success stories remind me that there are still companies out there who really do care about the people and businesses they serve. With Valentine’s Day just around the corner, I thought I’d share a few customer service stories I love… Continue reading
The guy who washes the dishes in a restaurant is as important as the chef. Don’t believe me? Ask yourself this: How much would you enjoy your favorite meal if it were served to you on a dirty plate? Your staffing firm is no different than a restaurant. Sometimes, the lowest paying, lowest visibility jobs… Continue reading
Everyone in your staffing firm provides customer service. Yep, everyone! From account managers and recruiters to receptionists and back-office staff, your employees provide service to all types of “customers” every day: employers, job seekers, temporaries on assignment, coworkers, industry partners and even vendors. So, when was the last time you trained your staff on providing… Continue reading
Happy holidays! As the year winds down, it’s a perfect time to reflect on your company’s performance in 2019, count your blessings and find ways make your staffing firm even stronger in 2020. One great way to do that? Read my Shareworthy Service posts each month! In them, I share research, insights and best practices… Continue reading
Warm handshake? Check. Appropriate eye contact? Yep. Friendly smile? Affirmative. You have rapport-building basics down cold. Now what? Building rapport is essential to customer loyalty. But beyond the fundamentals, what more should you do to help staffing clients relax, trust you and feel better about working with your agency? Take relationship building to the next… Continue reading
It’s tough getting feedback from customers. They’re busy. Distracted. And unless your service is amazing (or awful), most people won’t take the time to give you “meh” feedback. So if you’re going to survey employers or job seekers, you need to make every question count. Customer service expert Shep Hyken shared several one-question survey options… Continue reading
