Valentine’s Day is just around the corner, and while it’s not likely you’ll be gifted a dozen red long-stemmed roses from any service provider, you should feel appreciated by them. Like any good relationship, dependable client care starts with listening, follows with understanding, and feeds off of honest communication. Expert in client success Sandra Burns, Vice President of Account Strategy of Verified First
, shared her thoughts on how to deliver and maintain rose-bouquet-worthy client service.
They're considerate of their client’s time
Considering the fact that a successful business is expected to have happy customers, client services should be a top priority for any company. However, lots of companies cut corners by putting customers on hold for twenty plus minutes, or they outsource customer service to places outside the U.S. As a result, issue resolution is often delayed due to language barriers and working time zones. And despite the fact that so many of us can function just fine remotely, clients find that when support teams are not in close proximity with the company in which they work for, there tends to be a lesser understanding of how to address client issues and a subsequent time delay for issue resolution. This is especially evident when product/service issues occur unexpectedly, or when inclement weather slows business down -- case in point when courthouses are unable to provide the necessary information to complete a candidate’s background screening due to a storm closing courthouses down for the day.
“Taking care of our clients and getting them what they need in a timely manner will help them hire faster, and with better results,” said Sandra. Time to fill is one of the most critical hiring metrics a talent acquisition professional must deliver to, and if their screening provider is unable to deliver fast—and accurate—screening results, they risk losing candidates.