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
Social experiments are fascinating, especially when we can apply the lessons learned in business. Last week, I read about one conducted in Poland which you may find interesting – because it may help you more effectively help a frustrated staffing client. Here’s a quick synopsis of the experiment: The “Fear-Then-Relief” Experiment Researchers tested a hypothesis… Continue reading
Any staffing service can create customer service goals: Interview each applicant in less than 5 minutes. Prevent client billing inquiries. Achieve a perfect Net Promoter score. But as these (intentionally) ridiculous examples illustrate, there’s a big difference between setting goals and setting THE RIGHT goals. Most staffing and recruiting firms have the best intentions when… Continue reading
UX, CX, EX… …what is it with all these Xs? The “X” is short for “experience”: “user experience,” “customer experience,” and the topic of today’s post, “employee experience.” Why is employee experience so critical to customer experience? I’ve stated it many times before in this blog: it takes a great company culture to consistently create… Continue reading
