Tag Archive for: Build Relationships

How to Create the Best Customer Service Experience (6mins read)

,

Have you ever walked into a business and just felt an atmosphere of genuine welcome and great connection with the staff? It is an experience that will leave you with a feeling of wanting to come back again, really soon. Change your thought to the opposite side of the coin; can you remember experiencing poor customer service, where you wanted to walk right out the door as soon as you walked in?

“Customer service is the new marketing, it’s what differentiates one business from another” – Jay Baer. Meeting front line workers can make or break customer service experiences. Whilst you expect to have a positive experience in a luxury hotel, quality customer service can be brought into any business.

Tips to Create the Quality Customer Service

  1. Consider the ambience, flow, and experience from the view of the customer

Does it work from a practical point of view? User interfaces provide clear labels and messaging and provide comfort to the customer. Implement touch-point maps for larger buildings to guide your customers to their destination. This can help to avoid frustrations, delays for appointments and support them on their journey as they use the service. Implement colourful advisory boards in the lobby area. Notices can include special offers, pricing list and promote other businesses in the local area. A copy of the company’s mission statement can be included here too, showing the customer your commitment to them for their business.

  • Listen to the customer

Where possible meet their needs before they know what they need. Train staff to provide a service that goes beyond meeting customer expectations. The rewards will be great for both parties – boosting customer retention and referral, and the bottom line. Host frequent measurement meetings to evaluate performance and feedback and continue to improve the service.

  • Remember small gestures can really make a big difference
  • Emotions play an important part of the user’s experience

Greet customers with a friendly smile. Provide them with your full attention when they enter the building

  • Respond promptly to customer feedback

Customers that have a poor experience will typically walk out and tell their family and friends of their experience. At this point the opportunity to resolve the situation is lost. Ensure to ask before they leave for their feedback – asking if they are happy with the service or if they can provide recommendations for improvement

  • Employ a mystery shopper

Mystery shoppers engage with your brand on all levels, taking notes on all experiences. Their discerning eye will be more critical than your average customer. The mystery shopper’s feedback can provide you with opportunities for improvement, and suggest processes that can be replaced with another idea or eliminated

  • Research your customer to understand their real needs

Customer feedback can be acquired at many stages of the customer’s journey – at the point of sale or by asking them to complete a customer feedback form or to take part in a simple survey.

  • Offer reward systems to loyal customers

They will value your token of gratitude and appreciate your goodwill gesture.

Delivery of exceptional, rich user experiences in customer service provides dynamic and interactive processes which create a more credible service. There is added value to the customer in a meaningful way, which will prompt them to promote your service. Similar to front-line staff, customers are powerful advocates for any business – referring new service users, based on their experience. This can save a company time and money, particularly on marketing costs.

/0 Comments/by

Tips on Working with a Recruitment Agency (5mins read)

, , , ,

Are you working with a recruitment agency or considering it as an option as part of your next career move? To get the best possible service, it is important to create a great rapport with recruitment staff. They have specialist knowledge in this area and offer great support on each interaction.

Recruitment agency staff can really assist you to get off to a strong start on your next job and advance your career as a contractor. There are a couple of ways that can boost your relationship with staff members which will speed up and benefit the process. 

Tips to Benefit Relationships with Agency Recruiters

  • Develop a positive relationship

Be honest; let them know your needs on hours and location, if you’re flexible and provide any other important details on your ideal job. It’s ok to decline suggestions and offers. Maintain regular contact with them and advice any updates. This will provide agency recruiters with a better understanding of your needs, and they will be able to find you a suitable role, as they will have all the information to hand. As the relationship develops, the recruiters can provide additional feedback to potential employers on your application, based on their records.

  • Know the job market and your expectations

The supply-and-demand for jobs in the market can change. Recruitment agencies possess vast knowledge of the labour market. If you are looking for a new job, thinking of starting work as a contractor or looking to change your role within the sector, it will be useful to know any changes to jobs in your sector – the effect on rates of pay or changes on training requirements. Recruiters are up to date on this information and will be able to suggest recommendations to advance future applications and may be able to negotiate your salary

  • Find a recruitment agency you are happy to work with

While there are many recruitment agencies, it is important that you feel confident when working with your chosen recruiter. Part of their role is to support you in finding a new job, up-skilling or updating your resume. Agency recruiters are available to fully support your career path – when your contract will be renewed, to answer questions on a new organisation or to chat with if you are experiencing a difficult environment in your current job, resourced by them.  

The role of your recruitment agency is to secure you with employment in a short timeframe, build your skills and improve the experience on your resume. This can save you a lot of time and money. Frequent check-ins with your recruiter will really help you on the road to your next assignment. They will update their system as new information is shared and will be in a better position to support you all the way – preparing your for a new job, securing a job and supporting you while you are working in your new role. 

Call us today, on 01 8783335 or email sales@3qrecruitment.ie – to chat with a member of our friendly team, to explore your options and receive valuable advice.

/0 Comments/by

How to maximise your hiring process

,

How to maximise your hiring process –

It’s a candidate’s market, there are an abundance of jobs open at present and not enough candidates to fill them. While we may not be able to chance the amounts of applications that come in for an open role, what we can do is maximise our hiring process.

Here are some simple steps companies can take to help with the hiring process –

·        Job specification – Ensure that the Job Title, Location, Salary and Hours are clearly displayed on your job advert. Include the duties/ responsibilities that the role involves so candidates will know what is expected of them. Make sure to add in the benefits of working with your company, these can include – pension, health insurance, employee rewards, flexible working or remote working.

·        Advertise on as many platforms as you can – There are many different platforms where a company can advertise their jobs such as Irishjobs, Indeed, Glassdoors. Make sure to utilise all platforms available to you. Advertise your vacancy through your company account on social media platforms like LinkedIn, Facebook, Twitter and Instagram. There are also many groups which you can join and post on like LinkedIn groups or Facebook groups. Candidates actively monitor these groups for jobs which may be of interest to them.

·        Application process – Make it as easy as possible for a candidate to apply for your job, simply by having an “apply now” button on the advert or an email contact to send their CV directly. Companies can often look for candidates to fill in a long application document, send their CV, cover letter, and have additional questions on top of these. Some companies even ask for a video application. Candidates get frustrated with all these steps so make sure your application process isn’t too tedious which may put candidates off applying.

·        Phone screen before interview – Candidates can look great on paper, but often times it takes chatting with a prospective employee to know if they are going to be a good match for the role or not. Phone screenings are a great way to find out more about a candidate and what they are looking for before arranging an interview.

·        Be response & have a hiring plan – One of the biggest mistakes companies make is not contacting hot candidates as soon as they apply. Some companies wait a month if not more to contact candidates. I personally had one client contact me after 3 months to arrange an interview with a candidate, the candidate by then, had been working in a new role a number of weeks and was no longer interested. Have a clear, concise recruitment plan is place. Carry out weekly interviews, have a start date in mind for the successful candidate & training plan.  

·        Interview process – An interview is a good way for a candidate to get an insight of what it will be like to work with your company. Give candidates detailed information about the role, your company, the culture, the benefits. Make sure to give a good impression and make the candidate feel comfortable. Use the interview to ask the candidate important questions that are relevant to the role. Also ask candidates if they have any questions at the end of the interview.

·        Interview Outcome – It is important to not keep a candidate waiting after they have had their interview. If you are carrying out other interviews keep the candidate in the loop, even by dropping them a simple email stating that you are interviewing other candidates but will be in touch with them in X number of days regarding outcome. If you know a candidate was not successful right after interview, inform them straight away, don’t leave them waiting for bad news. Give them feedback and insights on what to improve for future interviews.

·        Obtain references – When you are ready to offer a successful candidate the job, it is important to obtain manager/ supervisor references form recent employers before you extent offer.

·        Offer & onboarding – Once you have suitable references extend official offer. Make sure to send the candidate the offer letter, contract, and also onboarding & training documentation.

·        Ask for a Review – It is a great idea to ask applicants for feedback from applicants on how they found the application & interview process. Candidates can leave ratings on your company page on Indeed or Glassdoors. Prospective candidates can then view these reviews and will know that the application & interview process is a pleasant experience.

If you in the Healthcare or Hospitality industry and looking for assistance with your open roles, then give me a call or drop me an email and I would be happy to help.

Charissa Mulholland

Three Q Perms & Temps

01 878 3335

recruiter@3qrecruitment.ie

/0 Comments/by

Challenges of Working in a New Company

Securing a new job is like winning the lotto; you’re on a rollercoaster for hours, even days, after the news. Shortly after this phase of celebration the real work begins – preparing to settle into the new workplace can be a big change! Adjusting to the new job can take up to six months. Depending on the organisation, a lot of companies experience internal issues which can make the process tougher.

The early weeks will be busy becoming familiar with new processes, procedures and technology, before real engagement happens with colleagues. The culture of the organisation may be unfamiliar. You may discover that there are co-workers who are disagreeable or even arrogant in their communication style. Others might be slackers, leaving the workload to others and even you. There may be trouble makers and gossipers, who seek out prey and subtly throw out unwelcome loose cannons that aim to hurt, consciously or unconsciously. I you are experiencing challenges in the new job, there are changes that you can do to make the transition a bit easier.

Tips to help on the new job:

  • Remain motivated and seek ways to enjoy the new workplace
  • Join team building initiatives. This is a great way to get to know everyone
  • Increase self-care, especially in the early days
  • Connect with similar minded colleagues. They can really help to get you settled into your new role
  • Find out if other colleagues are experiencing similar challenges
  • The cafeteria is a great place to get to know people
  • Speak with HR if the challenges continue
  • Avoid over-spill of information and complaining. Be pro-active and seek solutions  
  • Find hobbies you enjoy to release any negative energy, in a positive way

Feeling valued and part of the team are important elements to settle in to any workplace. It can take some time to find your feet, gain trust and build real new relationships. However if the work environment is toxic, creating destructive habits and negative feelings, then this might be the time to speak with family, friends and supportive professionals. Their feedback and expertise can help bring clarity to the situation, and may even provide a positive solution. “Coming together is a beginning, staying together is progress, and working together is success” – Henry Ford.

Remember if this job doesn’t work out, you have the choice to leave, there’s always another job – just waiting for you. While it may take some time, the expertise of a recruitment agency can greatly increase your chances of being successful the next time round. Call 3Q Perms & Temps today, on 01 8783335 or email operations@3qrecruitment.ie if you would like to chat with a member of our vibrant team and explore your options.  

/0 Comments/by

The Benefits of Effective Networking

,

Effective networking is essential to advance professional development and provides many benefits. It is a fantastic opportunity to expand your business circle, opportunities and personal knowledge. The main elements of networking are based on great communication skills, trust and support. Knowing how to network is a skill that is learned. Developing strategies, over time, will help to make it an enjoyable experience.

Benefits of Networking:

  • Improve career prospects and professional development
  • Provides opportunity to increase knowledge
  • Opportunity to develop new ideas
  • Helps build confidence levels
  • Gain new insights and fresh perspectives
  • Opportunity to develop strong relationships
  • Raises your profile
  • Can result in new opportunities for your organisation
  • Opportunity to further expand your social circle
    • Essential to gain insights into the job market and business world

Developing strategies to improve networking will enhance future opportunities and can advance your career. There are many tips that can help with boosting your morale. Enjoying the sociable experiences of meeting other professionals can bring a positive dimension to the job. Similar to personal relationships, trust is built over time.  

Useful strategies for effective networking:

  • Plan ahead before each networking event
  • Actively participate at networking engagements
  • Try to greet and mingle with as many people as possible
  • Getting to the event early can increase connecting with more individuals – ‘the early bird catches the worm’
  • Staying late can help too
  • Know who is going to be there
  • Practice elevation pitches before the event
  • Bring a small supply of business cards
  • Always follow up on leads after the event, promptly – seek their business card or details, to save a long search after the event.

Networking is an amazing and valuable skill that can bring incredible success and support to your career. It is really important to value and nurture the connections that have been made. It’s important to remember; be genuine with each connection and stay in touch regularly to strengthen the relationship, then trust will follow. “There’s a ton of value in taking the time to build a real human to human relationship” – Mike Allton

/0 Comments/by