Is Technology Destroying Customer Service?

Is Technology Destroying Customer Service?

Is Technology Destroying Customer Service?

I recently had the experience of taking my car to my local dealership for a problem with the transmission. Of course, when the technician drove it, the transmission worked fine. They also told me that there was no code read outs on the electronic gizmo they use, so they did not know what to do. I asked if they had looked at the transmission fluid to see if there were any shavings, and the service guy looked at me like I had two heads. The answer was no, they had not but suggested that instead, I should keep driving the car until the check engine light comes on so it will be easier for them to diagnose. The dealership has gotten so used to a machine providing the diagnosis for them, that a simple manual inspection is out of the question. The result in this scenario is that they just lost a customer.

How about your organization? Is the customer service in your hiring processes so automated with keyword checkers, HR Departments that only look for attractive resumes, or an online application portal that is such a pain that the good candidates seek employment elsewhere? I currently work with one organization that has a 42-page hiring packet, and will not allow an electronic signature. Every hire must print, sign, and scan or fax all 42-pages and when discussing it with HR, they seem oblivious to the inconvenience as well as the challenge for many who do not own a scanner. And when was the last time you used a fax machine?

I had a candidate recently tell me that she had gotten hired by a hospital and while she was in new employee orientation, she got a call from HR telling her that they were sorry, but the position had been filled. She said she laughed out loud at the absurdity. Unfortunately, these stories are very common in today’s market. First, the department that is tasked with talent acquisition is also responsible for scheduling interviews, new employee orientation, updates to policies and HR procedures, human capital comparison, annual salary reviews, and the list goes on. Suffice it to say, they don’t have any skin in the game to fill the critical needs of any organization. And in fact, every time someone gets hired, it adds to the other responsibilities on their plate; it an interesting dichotomy.

What does this have anything to do with customer service? Everything! If a candidate is treated as a customer and provided a great experience through the hiring process, you begin the employee/employer relationship with someone who is impressed with your company and therefore the first impression is a great one. If your process does not start with excellent customer service, there is frustration, irritation, and a big fat question mark as to whether they are making the right decision to take the job. This can tank a new employee’s attitude from day one.

Basically, there are three choices:

1) You can attempt to emphasize customer service in your HR department, which of course will require a lot of time to ensure compliance

2) You can take over the responsibility of talent acquisition and recruiting for your own department’s open positions and not get your regular job done


3) You can choose to work with a recruiting firm that specializes in customer service which will take a ton of work off your plate.

As the market tightens for qualified ‘A’ candidates and you want to compete for that top talent, I recommend that you make one the above choices. Technology is great, but when you are seeking the ‘fit factor’ for a new staff member, a computer cannot identify the soft skills you are looking for or the personality that you want.

The Key To Landing Your Dream Job? Customer Service

The Key To Landing Your Dream Job? Superior Customer Service

The Key To Landing Your Dream Job? Customer Service

There is a big difference between great customer service and the sad alternative. Remember that scene in Pretty Woman where Julia Robert’s character is immediately judged based on her looks? This scene is a great example of a complete lack of customer service and judging a book by its cover, and what a great outcome! It might come as a surprise to you that as a recruiter, this is something I come face-to-face with every day. Customer service shouldn’t be reserved just for the retail industry. In fact, it should be an integral part of your job search strategy!

So, how is this relevant in the recruiting world? Let’s be honest, many hiring managers will dismiss a candidate on the first glance of the resume without taking the time to pick up the phone and call, simply because they are too busy. If your resume is not relevant and does not give the hiring manager a compelling reason to call, they usually do not have the time to actually dig into the resume for details. While this may be perceived as poor customer service on the hiring manager’s part, it is really poor customer service from the job seeker.

While it may be true that your field of expertise may not be professional resume writing, your resume is your only shot at a first impression, and it needs to be viewed as your first interview. If that ‘first interview’ doesn’t give the hiring manager any reason to invite you back, it failed to impress.

I recently had the experience of talking to a gentleman that based on his resume, was in no way qualified for the position he applied for. His listed roles and companies were in Manufacturing, while the position I was recruiting for was in the Healthcare industry. Lucky for me, my first rule in everything I do is to provide superior customer service, so I called him anyway. I came to find out that during his time in Manufacturing, all of his clients were Healthcare facilities, and he had more knowledge and experience than if he had worked for the hospitals directly! By not showing his value through his resume, he was doing himself and the companies he was applying for, a disservice. However, after some suggestions and resume reflection, he was able to accurately portray all of his experiences and was hired immediately.

My advice to everyone considering a career move would be this: take a look at your resume. Are you giving great customer service by providing a clear value proposition? If it is not an easy sell to the recruiter or hiring manager, you are not providing great customer service to the organization you want to work for. So, what are you waiting for?