We can all agree that good communication is the most important contributor to the success rate of any customer service engagement. Why then is it that we see, far too often, how people seem to cheapen the quality of communication when dealing with clients and candidates, in the case of recruitment?
When it comes to ensuring that your brand is held in the best possible light, there are some factors which play a large part in making sure that you stay on top of your game and therefore deliver better customer service:
- When making a telephone call, it is important to introduce yourself and the company before continuing with your conversation, in order to make a good first impression.
- This includes outlining the reason for your call and ensuring that the recipient has a clear understanding thereof, whilst describing the product or service, which you are providing.
- Within the first few minutes of your call you would establish a rapport with the recipient and ensure that you remember their name and their position within their organization, which will make the recipient feel important, valued and heard.
- Remember, your first 30 seconds are the most important in terms of your telephonic introduction and therefore you should come across as professional, have a good catch phrase and show enthusiasm.
- P’s and Q’s are vital, especially in a society where we seem to be lacking in manners and etiquette. Remember to say thank you for the person’s time and express that you look forward to further engagement, remembering that businesses receive umpteen calls like yours on a daily basis and therefore you need to stand out above the rest.
- In some instances, depending on the nature of your call, you will follow it up with an email, which brings me to some key factors about written communication.
- The timing of this type of communication, upon conclusion of your telephonic, is critical. It shows your efficiency and determination in servicing a new or existing client, which also makes for a great first impression.
- Emails should always address the person in a professional manner, such as Good Morning Jane, trusting that you are well. (Ensure that the recipient’s name is spelt correctly)
- Try to use professional and business language when typing an email, letter or response to social media – unless on the likes of Twitter, where shorthand is required.
- Use spell check! We live in an age where technology pretty much does everything for you and if you are sending out documents or communication with spelling errors, then you are simply being lazy!
- Signing off an email should include: Thanking you in advance, looking forward to hearing from you or simply kind regards.
- Prior to your sign off, try to summarize what you are attempting to get across to the business, in an eloquent manner, reiterating your message clearly.
- Follow up with clients timeously and if you say you are going to do something, follow through! There is nothing worse than taking on a new client, who ultimately starts to lose faith in you before they even have the chance to build that faith.
- Check in with clients to see if there is anything you an assist with, over and above that which you have been requested to do.
- Listen to your clients carefully and ensure that you are always delivering what they require and not what you assume their needs are.
- Use phrases such as “Can I sum up your requirement as follows…” and “If I am able to elaborate on what I understand your needs to be, then delivery on this would be…”
- Remember that understanding your clients’ needs will allow you to have a long and fruitful relationship, ensuring repeat business and saving your client’s time in the future, ensuring that you are a valuable addition to their business.
Besides the above points, one has to understand that for any business to thrive, one has to ensure that attention to detail and communication are key. In recruitment, this means that equal attention and care is given to both the customer service and the candidate care.