Customer Service - Inside and Out!

Customer service is an integral part of any organisation .

Most organisations have specialist divisions for customer service and train their customer service agents. But how many organisations train all their staff on customer service? Recently I was engaging in some business development with a well-known organisation.

In my opinion, if you are an internal recruiter you should be a brand ambassador for your organisation, as you only want to hire the best talent in the ‘war for talent’. Internal recruiters are the first point of contact for job seekers, wanting to join the organisation. But on this occasion, I found the internal recruiter was off hand and dismissive. Halfway through the conversation they just said, “not interested” and put the phone down. My mother used to say: “it is not what you say, but how you say” (I think I am turning into my mother), but now more than ever, I agree with her.

This made me think of how some organisations tend to overlook customer service to non-customer service positions. These days it does not matter what business you are in, chances are you face a lot of competition. There are only a few chances to differentiate your business from your competitor and one poor experience with your organisation equals 16 anti-referrals. That poor experience not only affects a paying customer but can be anybody.

It is not only about writing more business that results from amazing customer services, but it’s also about losing money if you leave any part of your business without a good customer service experience. That is why you should train all staff, irrespective of whether they are on the front line or in the back office.

Share this article

Useful links

Search for jobs today

Got a vacancy?

What's happening in the market?

How do I prepare for my job interview?

Get in touch

Find out more by contacting one of our specialisat recruitment consultants across Australia, New Zealand, and the United Kingdom.

Contact us
Logan Slabbert • Oct 19, 2018

Recent Insights

By Esha Nischol 19 May, 2024
In today's rapidly evolving landscape, automation is reshaping industries and transforming the way we work. While automation offers numerous benefits, including increased efficiency and productivity, it also presents challenges and uncertainties for the workforce. Understanding the opportunities and challenges of automation on employment is crucial for individuals and organizations alike as we navigate the future of work.
By Hamish Lamberton 15 May, 2024
In recent years, the rise of remote work has revolutionized the way companies approach recruitment. With advancements in technology and a growing acceptance of virtual communication tools, many organizations are now embracing remote recruitment strategies to attract and hire top talent. In this blog post, we'll explore how companies are adapting to virtual hiring processes and the strategies they're employing to succeed in this new era of recruitment. One of the key challenges of remote recruitment is creating meaningful connections with candidates without the benefit of face-to-face interactions. To overcome this obstacle, companies are leveraging video conferencing platforms to conduct virtual interviews and assessments. These tools allow recruiters to assess candidates' communication skills, professionalism, and cultural fit, all while providing a more personal touch than traditional phone interviews. In addition to video interviews, companies are also utilizing virtual recruitment events to engage with candidates and showcase their employer brand. Virtual career fairs, networking sessions, and informational webinars allow companies to connect with a broader pool of candidates regardless of geographic location. By hosting these events online, companies can reach candidates who may not have been able to attend in-person events, thereby expanding their talent pool and increasing diversity. Another important aspect of remote recruitment is the use of technology to streamline the hiring process. Applicant tracking systems (ATS) and recruitment software help companies manage job postings, track candidate applications, and collaborate with hiring teams more efficiently. These tools automate repetitive tasks, such as resume screening and scheduling interviews, freeing up recruiters to focus on building relationships with candidates and making strategic hiring decisions. Furthermore, companies are investing in employer branding initiatives to differentiate themselves in a competitive talent market. Through social media, company blogs, and virtual office tours, organizations can showcase their company culture, values, and employee benefits to prospective candidates. By highlighting their unique selling points and demonstrating their commitment to employee satisfaction, companies can attract top talent and create a positive candidate experience. Finally, remote recruitment requires a strong emphasis on communication and collaboration among hiring teams. With team members working from different locations, it's essential to establish clear channels of communication and set expectations for roles and responsibilities. Regular check-ins, status updates, and feedback sessions ensure that everyone is aligned and working towards common hiring goals. In conclusion, remote recruitment strategies are becoming increasingly essential for companies looking to stay competitive in today's digital age. By embracing virtual hiring processes, leveraging technology, and prioritizing communication and collaboration, organizations can attract and hire top talent regardless of geographic location. As remote work continues to evolve, companies that adapt and innovate in their recruitment strategies will be best positioned to succeed in the future of work.
By Rachel Adams 08 May, 2024
In today's dynamic work environment, flexibility is paramount. As the needs and expectations of the modern workforce continue to evolve, employers are increasingly adopting adaptable work arrangements to meet diverse needs and enhance productivity. In this blog post, we'll explore the significance of adaptable work arrangements and how they address the evolving demands of today's workforce while optimizing for search engine visibility.

NZ's 2024 Employment

and Salary Trends Report

Salary trends, talent attraction and retention strategies

Request your copy
Share by: