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Why Good Customer Service Is Not Good Enough Anymore

Why Good Customer Service Is Not Good Enough Anymore

People complain that business is getting tougher, well, in many ways, yes it is. Ten years ago the internet and especially eCommerce was not such a ubiquitous entity. We were in a boom rather than the current changeable financial environment and customers often had less choice.

Today I can go online, order and have a product delivered within an hour. I think nothing of having groceries delivered to my door, books telegraphed to my eReader by Wi-Fi and even food cooked and delivered at the touch of an app button. It really means that the number of human interactions I make when I am a customer is reducing.

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In another ten years time we may not see anyone (what a lonely place). Customers now use bricks and mortar shops for ‘showrooming’ (see the product and then find it online). This means that, as customer service professionals we need to ‘up our game’ considerably. Good customer service is just not good enough. Just being good may have been okay when we were the only show in town, but in a world where a drone could delivering my shopping autonomously, we have to be provide great customer service!

Lessons from London 2012

I was immensely lucky to have spent a year working for the organising committee for the London 2012 Olympics. This was an amazing opportunity to undertake as a customer service professional. However most of the workforce would be volunteers. As a team we had a common aim, to deliver the very best games experience we could, but this would require immensely long hours, hard work and some tough times. I was salaried, however that was not a motivator for me to deliver excellence and certainly wasn’t for my volunteer colleagues who worked alongside me.

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Lesson one is that money is a motivator, but it cannot be the sole reason for people to deliver great service. Your team needs to:

  • believe in the organisation and what they are offering
  • feel their place in the organisation and the empowerment to really deliver in their job
  • be supported, they need to feel loved by management and their colleagues

You will not be running something as big as an Olympic games, however you still need to embody belief within your team. Do your staff feel that they belong to the organisation? Do they feel listened to? If they make suggestions, are they taken seriously and acted upon?

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Building a better working environment

It is important for management to nurture their colleagues and make them feel that the organisation is as much theirs as it is the management’s. Do your staff know their place and more significantly their importance in the organisation? A colleague should not feel that he is ‘just’ a checkout operator, instead he should feel he is a vital part of the customer facing team. You need to ensure everyone uses language which develops responsibility and does not belittle individual roles. Every member of the team is a vital piece of the organisation and they need to know that. If they are not, you need to re-evaluate why you have as many staff as you do.

Once they know their worth to to the organisation you need to empower them. Consider valid decisions they make to support good service. One of the worst things you can do to a colleague is overturn a decision they make, which they feel is for the good of customer service. No, don’t let them hand over the contents of the till, but if they accept a refund in good faith to appease a long standing customer, don’t overturn the decision. The staff needs to feel that they have responsibility and that you, as management, trust their intelligence and decision making.

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Engage and create trust

Finally there needs to be love (not too physical of course!) – but you need to engage and create trust and friendship within your staff. Simple things will help: speak with staff, say good morning to everyone you see, listen to people. As a manager, a good proportion of your time should  be reserved for your staff, to support them. Never be aloof or unavailable when they need your support. During London 2012, we looked to ensure that we supported our volunteers and other colleagues. We were available and supportive and we all greeted each other. It became fun, despite the hard work and we felt like a real team who had a common purpose and a real role to play in the bigger picture.

We need to ensure that we make an impact on a customer, reinforcing the joy of human interaction – this can be as simple as each staff member greeting and acknowledging customers, smiling and being genuinely helpful. Remember to lead this by example, as managers if you smile and greet, you will find your staff will also do the same.  It is really driven by wow! moments where we go the extra mile to deliver service which just does not and cannot exist in an online environment. In London this changed the whole city! The Games-Makers were an amazing team of hardworking people who smiled, greeted people and were just amazing.

Delivering Wow! moments

Think to yourself, are you delivering wow! moments? Am I adding value? And especially would I bother to shop here? An example from everyday shopping, my wife bought a tablet from a well known chain store. It was more expensive than online, but she wanted the advice and service. What she got was pestering to buy additional insurance (the sales person would not let her leave the till she did!) and she got a product where the security seals had been broken. The result, the next day we went back, returned the item where it was grudgingly refunded (but not without some retraining on the rights of customers) and we bought the product online cheaper. The shop experience was:

  • more expensive
  • annoying
  • we still had to wait until the next day to get a working unit

No customer service wow! moments there. Now one customer will not change the world, but they can tweet and they can start to reinforce the trend to shop solely online… The time is right to up your game…

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Last Updated on June 25, 2019

How to Ace an Interview: 10 Tips from a Professional Career Advisor

How to Ace an Interview: 10 Tips from a Professional Career Advisor

Wondering how to ace an interview? In this article, you will learn everything you need to nail your dream job — from resume submission to the end of the interview cycle.

In order to land a job interview, you must start with submitting a great resume. Submitting resumes is generally done by, “apply now”, the way many apply for consideration to a job requisition. Even if not applying the tradition way, let’s say, emailing someone in your network about an opportunity- you will still need a great resume.

So first thing first, work on your resume.

Today in the United States, 98% of organizations use applicant tracking systems (ATS) to extract information from an applicant’s resume to build a digital applicant profile that can be searched, filtered, and/or ranked.[1] So, a resume that is ATS friendly is part one for landing and acing a job interview.

To do this, a resume must have certain formatting and keywords to get the resume through the scan and into the hands of a recruiter. Without a resume that works with and for today’s technology and requirements, an interview can be difficult to land.

Here’s a great DIY Resume Guide (Do it Yourself Resume Guide) to help you craft an ATS and Recruiter friendly resume:[2]

There used to be a time where a job application was enough, today, an ATS friendly resume leads all methods in landing a job interview.

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Now, let’s talk about acing that interview.

A job interview is part 2 of the job application process. An interview is where applicants that have met the minimum requirements are selected to discuss the job opportunity with the employer or hiring manager.

Interviews are generally conducted via telephone, in person, and or applications/technology such as Skype. When the interview is landed, these 10 tips will help you ace the job interview:

1. Going for a Job Opportunity That Speaks to Your Passion

Having a passion for the job/ industry is extremely important. Doing something that aligns with inner passion is important for quality of life.

People that have passion for the job that they are interviewing for generally have better interview experiences. When we talk about what we love, it is seen in our faces, our body language, and heard in our tone. Here’re 10 Reasons Why Following Your Passion Is More Important Than Money.

In short, consideration of talents, discovering the things that make you happy and sad, and what you love losing yourself in.

2. Study the Job Description: Essential Job Functions and Qualification Requirements

Doing this will allow you the opportunity to develop examples of past and present experience that relate to the essential job functions and required qualifications.

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Examples of experience is always a plus for interviewers, painting a full picture goes a long way. Even when not asked for an example, it is always a plus to tie answers to interview questions to examples from your experience.

If there is a portfolio (work samples: images, writing samples, published work, videos, awards, etc.) of work- that’s even better!

3. Research the Company and the Interviewer(s)

Being an employee means entering into a relationship with an employer. In many areas of life, research is done prior to committing; researching a company prior to an interview is no different.

It is important to determine if the company is a good fit and therefore makes it easier to answer “why do you want to work here?” It helps better verbalize how past experience, skills, and values align with the company’s mission, and it shows the interviewer that you are interested in more than just a job.

4. Think Positive and Tap into Confidence

Positivity exudes confidence and both are necessary, so the employers knows that trust can be given.

Thoughts lead to action, therefore, operating from a positive perspective will reveal confidence. The goal of the interview is to land the job offer; employers need to believe that you believe in yourself so that they can believe you. Here are a few tips for positive thinking.

5. Have Copies of the Resume Used to Apply for the Job

It’s always good to be ready for extra interviewers in the room; many interviews today are panel interviews/ multi-person interviews.

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Though a resume was likely submitted with the application, it is always a good idea to come with extra copies in anticipation of the potential need. If there was no resume submission, it is crucial that you provide a copy during the interview; doing this shows the employer preparedness and resolution to challenges.

6. Plan for Behavior Based Interview Questions

Most companies use pre-selected questions, often times having a list of behavior-based questions. Usually these questions start with: “provide an example of”, “tell me about a time when”, and/or “describe a time/situation when”.

Having examples of problems solved and strategies used, initiatives led, contributions to teams and departments, will help ace a job interview. Painting a picture to help employers see skills, qualifications, and experience is extremely important during a job interview.

7. Make a List of Selling Points

It’s important to be proactive about the selling points that you want to make in an interview. This is where a portfolio works great! It is a great idea to make a list of selling points that reaffirms and demonstrates skills, qualifications, and experience.

Consider: awards, programs/ processes launched that led to cost savings and/or profitability, training/education, etc.

8. Showcase a Mixture of Personality and Professionalism

Companies like to make sure that interviewees are a good match for the company culture. Having a good balance of personality and professionalism during a job interview is key.

Personality can be shown when discussing hobbies, community service or extracurricular activities in answers to behavior-based questions, when describing your passion, and when discussing selling points.

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9. Have Your Questions Ready- Interviewing Isn’t One-Sided

Interviews are two-sided, like all relationships (an employee and employer agreement is a type of relationship). Before entering in many relationships, we all have a set of questions that we need answers to, prior to making the decision to commit.

Beyond doing this for self (because asking questions helps reduce doubt and uncertainty), it also shows the employer that there is interest in the company and its future and, shows that you are informed.

Here are a few considerations: “Can you tell me about the team I’ll be working with?”, “Why is this position open?”, and “What qualifications/ skills are important to succeed in this role?” You can also take a look at this guide for more idea: 7 Questions to Ask in a Job Interview That Will Impress the Interviewer

10. Follow-up with a Thank You Note

Interviewers love gratitude. Sending a “thank you for taking the time to discuss the job opening with me”, is very important to acing an interview.

Interviewers discuss one job opening with many applicants. A thank you note can serve as gratitude and the final chance to showcase selling points. This is also the opportunity to address any concerns that the interviewer may have had in the interview.

Summing It up

Consider a job interview a house. the foundation for acing a job interview is passion. The frame is a resume that lands the interview. The plumbing and electrical are showing up with confidence, providing a list of selling points, having examples of your experience and qualifications, and engaging the interviewer. The roof is showing gratitude with a thank you note.

More Tips About Job Interviews

Featured photo credit: Nik MacMillan via unsplash.com

Reference

[1] Jobscan: What is an Applicant Tracking System?
[2] Veronica Castillo: New Job- DIY Resume

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