Putting the “Service” in Customer Service:
4 tips to create an exemplary customer experience

08/02/2017 02.36 EST

Recruiters who don’t strive to provide outstanding customer service are missing an opportunity to create lasting relationships with candidates and clients.

Imagine this: you’re sitting at your favorite restaurant waiting excitedly for your meal, when suddenly, your server tosses your food carelessly onto the table, refusing to make eye contact with you. Before long, you’re marooned with an empty coffee cup, thinking about how Tom Hanks felt more connected to humanity in Castaway than you do in this very moment.   We’ve all been there at some point. Unfortunately, these experiences with non-exemplary customer service often lead people to create inaccurate, negative generalizations of an entire industry. The recruiting industry is no exception to this. Despite the many brilliant professionals who are always “on the ball,” a few bad apples can spoil the barrel for many job candidates and employers seeking help from search firms.   Those professionals who don’t strive to provide outstanding customer service are missing an opportunity to create lasting relationships that will further the interests of both their companies and clients. Over the years, I have developed a few key customer service principles that I use during every interaction I have throughput the day. Here are a few:   Become a subject matter expert. Sharing your specific knowledge in a meaningful way can help create positive experiences for your customers. Whether you are talking with a prospective client or attempting to solve a problem within your own organization, researching topics like current trends or emerging issues in your industry will develop a more memorable dialogue. Go the extra mile for your clients. Having an...

“Hut, Hut, Hike!” Five Must-Have Leadership Qualities to Call Plays on and off the Field

12/15/2016 10.12 EST

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With the end of the year quickly approaching; another exciting time lies right around the corner: the NFL playoffs. As many of us around the country begin assessing how our favorite teams stack up against the rest of the pack; head coaches and players will review if they had done enough to secure a position in the playoffs for a chance to bring home the coveted Lombardi trophy.   Whether you’re on the field or in the office, all teams need quality leadership to achieve their goals. So, how do the leaders who call and execute the plays during a game match up to the leaders calling the shots in the workplace? Here are five traits both have in common:   Ability to “Call Audibles” – To be one of the best quarterbacks in the league, a player must be able to assess the opposing team’s defense and adjust plays accordingly. At the conference room table and in the general workforce, the best leaders demonstrate agility to assess and adjust a business plan as needs and environments change.   Ability to Stand Tall in the Face of Pressure – Regardless of the team, all quarterbacks experience a large amount of pressure. The QBs who can remain calm and deliver a great pass, all while facing the opposing line backers, are the most likely to secure another first down. Just like those quarterbacks, business leaders who stand tall in the face of deadlines, unexpected challenges, and crises will...

Crucial Concepts: Tips for the Emerging Professionals of 2016

05/23/2016 03.32 EST

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I remember spending my mornings after graduation glued to my computer screen, repeatedly clicking refresh with the hope of seeing any sort of positive update. I wasn’t tracking fantasy football stats, nor was I waiting excitedly for a delivery notification from Amazon. Instead, I was compulsively checking my inbox, eager to hear back from potential employers.   While graduating college is an exciting venture, it can also be a confusing and stressful time in our lives. Although Bloomsburg University prepared us to meet the challenges of our respective disciplines head-on, many of us found that establishing our careers can be trickier than we initially thought.   During my own journey navigating the job market for the first time, I learned a few crucial concepts that helped me pave the way to the beginning of my career. Remember these tips when you start your job search:   Call yourself an emerging professional rather than a recent college graduate. This title allows you to highlight your post-graduation status without calling attention to any inexperience. In addition, it engages you to think dynamically about how your accomplishments differentiate yourself from the rest of your competition. It’s crucial to stand out amongst a sea of other applicants, especially when you’re new to the industry.   Be open to different career options. Although you may have studied one specific subject area in school, many of the skills you learned are applicable in a wide variety of industries. For example – just because...