COURTEOUS CUSTOMER SERVICE JOBS


Another tip from Bob Snelling, CEO of ROSS-HR

So who wants to hire more people?  Companies have been doing everything possible to eliminate jobs at all levels. Who pumps your gas and cleans your windshield?  Who welds the body of your car together?  Who answers the phone?  No one, that's the answer, but is it the right answer in every case?  Let’s take the missing phone operator.  Did she (she, in most cases) pay her way?  There always were some other things that she could do while waiting for the phone to ring and with the advent of the computer they multiplied ten-fold. What she did that over-zealous cost cutters lost sight of was keep customers happy. They say the business of business is getting and keeping customers.  How much does it cost to get a new customer?  How much does the ripple effect of lost customers telling others why they no longer do business with you cost you? The following email letter was sent by an irate customer about to become a non-customer:

“Would you please have someone, a real live human being, call me. I found it impossible after the ignominy of having to go through a list of your seven computerized options not once but twice and then trying one of the options only to find myself listening once again to an inane computer voice that seemed to have a sneer in it...sort of… I dare you to try to go around me... say, ‘That is not a correct response and you will have to listen to our seven options again.’  You may be busy, but I'm a businessman and my time is valuable as well. I need to talk to someone not a computer.  Please have someone call me..." 

What does all this have to do with an individual getting a job or as importantly, a company getting the good people it needs to keep the wheels of progress turning.  The HR department is busy turning off the faucet of good people because they are too busy with other more pressing matters.  They now have the guard at the gate to the parking lot turning job seekers away. If they get past him, there is always another gatekeeper to send them home to apply 'on line'. They say 'on line' instead of call, which leads many job seekers to try their very best to end run the HR department and go directly to the hiring authorities.  Now we are taking the time of Department Managers, Office Managers, Division Managers, VPs and who knows how many others. And they not getting the people from HR that they so desperately need, proceed to follow up with people who seem to fill the bill.  It is acknowledged that companies advertise less than 80% of their actual openings.  They also pay others to find them people:  Recruiters, Employment Agencies, Staffing Services and sometimes even their own employees. Yet, they turn potential employees away at the door or the parking lot.

The message here for the job seeker is to climb every mountain...forge every stream…follow every rainbow...until you find your dream.   In other words, apply to everyone who might give you an interview and don't be turned away or turned off by the gatekeepers. 

The message here for the companies is to open wide your doors of opportunity and hire a few good sales people to make sure that everyone who calls talks to a human being who cares and if they want to apply for work, they can do so. They may be your future customers if not employees. And you know how much it costs to get a customer...right?

 

November, 2006

CONTACT:

   ROSS-HR, Inc.

Rober O. Snellling, Sr., President

214-618-2523

   bsnelling@ROSSHR.com

   www.ROSSHR.com