Are you doing everything you can to improve, grow or save your business? If you’re not measuring every part of your service delivery, you’re missing the boat. In her post titled “My Top Five Customer Service Metrics,” Barb Lyon, a customer service expert with over 20 years of experience, outlined key metrics companies can use… Continue reading
When it comes to customer service, consumers are getting vocal. Spherion Staffing Services released the results of a survey showing that when consumers have a positive service experience, they are more likely than ever before to share their opinions – especially online. When consumers have a good service experience: 47% are likely to tell a… Continue reading
In the staffing industry, we put a lot of effort into making positive first impressions with potential clients. And rightfully so. Staffing decision makers often decide within minutes whether or not they will give you a shot at their business. But does your staffing firm put as much effort into managing candidates’ first impressions? You… Continue reading
#3 – Thou shalt not take the name of thy customer in vain. #10 – Thou shalt not covet thy competitors’ service process. Okay, so these aren’t actually commandments of great customer service – I just thought they’d make for an interesting lead-in! But if you’re looking for a basic set of rules to help… Continue reading
How well does your business recover when something goes wrong? In a perfect world, every client walks away from experiences with your company feeling thrilled about the service they received. But we know how the real world operates. Even the best businesses don’t get it right every time. At one point or another, we all… Continue reading
When was the last time you received truly remarkable customer service? You know what I mean – the type of experience that was so exceptional, you felt compelled to talk, post or tweet about it? Now consider this: when is the last time a client received service from your company that was so special, they… Continue reading
What’s it like to look for temporary work? To be blunt, it sucks. Think about what we make candidates do. There’s telephone prescreens, application forms, interviews, assessment tests, reference checks, background checks and in some cases drug screening. The process can take as long as 3 hours! And if that wasn’t bad enough, reception areas… Continue reading
Recently, I had a rare treat. Because most of our clients are small to mid-sized staffing and search firms across the U.S. and Canada, we usually do all our work remotely. Three of us had the chance to visit a nearby client, and what a great experience it was. Working with people who are 5… Continue reading
