How to deliver GOOD customer service in recruitment

The  BPS World the Customer Service team has increased rapidly over the last 12 months as we put more and more importance on providing a good service to our customers. As a team our customers range from Candidates to Contractors, Clients to Agencies,  Account Managers to BPS World Directors.  As the Customer Service Manager it is vital to me that we provide the same calibre of service to all of these areas, regardless of who in the team picks up the query.  I make reference to the ‘John Lewis’ effect……no matter which store you visit, which member of staff you deal with, you are pretty much guaranteed the same GOOD level of service and that is the ethos we apply to the BPS Customer Service experience.

If you apply the following five points then you can guarantee you are providing GOOD Customer Service:

GOOD communication

Listen, listen and listen some more!  Remember why we have two ears and only one mouth!  Understand fully the issue being raised before you jump in.  So often bad customer service can result from a misunderstanding.  This only serves to waste time and frustrate the customer.

GOOD values

Here at BPS World we have our own values that we live and breathe during our everyday work life.  These are Delivery, Passion, Commitment and Excellence.  I think that by keeping these at the forefront of our mind it allows us to deal with each matter in the best manner possible.  Even if there is a ‘frustrated’ customer at the end of the phone or email!

GOOD treatment

Treat others how you would like to be treated yourself…..think of bad experiences you have with poor customer service and learn from them! According to statistics published by Parature  "62% of global consumers have stopped doing business with a brand or organisation due to a poor customer experience"

GOOD process

By empowering my team I make sure they fully understand the company processes.  This in turn allows them to provide the best possible outcome and resolution to any situation that arises.  I believe that by keeping morale high in the team and working closely together we can support each other in the often thankless task of providing GOOD service.

GOOD feelings

Leaving the customer with a good feeling is vital.  It will ensure that they feedback on their GOOD experience with all around them, rather than finding reason to complain.  We all know how fast bad news travels…..

What do you look for in GOOD Customer Service?

For further information on customer service please contact Jo Zebedee on 01628 857323 or Jo.zebedee@bps-world.com