Customer Service

It’s a bit of a cliché that staffing firms always say that their service is what sets them apart. But honestly, that is what employers look for. They want to be able to pick up the phone or email a request for help and get a prompt, accurate response. They want a firm that gets it right the first time, won’t break the bank and requires a minimal amount of input and management to get the result they want.

How do you know how your service stacks up?

There Is Always Room for Improvement

Look at the Reviews

Increasingly, people rely on online reviews to make decisions about goods and services. That means a few disgruntled customers can undo thousands of dollars in marketing and years of goodwill. It hardly seems fair, but that’s the reality of doing business in the current marketplace.

So, what can you do about it? Respond to the reviewer and find out if there is anything you can do to make them happy. What you should not do is take down the review. Word will get out and you will lose the trust of your customers. Instead, work to turn things around.

Monitor Social Media

Like online review sites, people will use social media to share their dissatisfaction or praise your service. Take this opportunity to engage with your customers one-on-one. The best practice in this case may be to respond to happy customers online and take unhappy customers offline. For example, “I’m sorry that the temporary employee we sent to your office took your red stapler, I’m sending you an email right now to discuss further and googling “red staplers” so I can send you a new one promptly.” As with reviews, don’t take them down unless they are profane or threatening.

Conduct a Survey

Send out surveys for clients and candidates to fill out immediately after working with you.  Ask the happy ones if you can use their input in testimonials and address any issues with the unhappy ones before they make their way to Glassdoor or Yelp. Sending a survey of your own gives you more control and helps you to identify patterns and take corrective action. If you have five responses stating the candidates you supplied had misrepresented their qualifications, there is clearly a gap in your screening process.

About Avionté:

At Avionté, we provide solutions for staffing firms that help you to operate more effectively and keep your operational costs down. Our comprehensive staffing software delivers integrated software systems that make it easier to drive growth, maximize profitability and streamline your administrative tasks, so that you can focus on your serving your customers. To learn more about the many benefits of Avionté staffing software, contact us today.

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