A recent survey published by womo.com.au highlighted the worst performing industries based on customer service. The survey indicated that Marketing/Advertising was the worst performing industry, followed by Real Estate, then Recruitment/Employment Services. These results made me think! What is it that customers are seeking and why is the recruitment industry perceived as lacking customer service; especially when it is a ‘people and service’ based industry.

Having worked within recruitment for well over a decade, I am constantly faced with criticism from both clients and candidates relating to the less than satisfactory service instilled within the recruitment industry. Not only do our clients and candidates expect good customer service, but we too as consumers expect the same with everything we do. As a result, when meeting a new candidate and client, l always make a point to differentiate elle belle recruitment from the ‘crowd’ and ensure that the levels of service we provide aren’t tarnished by the perception of the industry as a whole. In any ‘service’ industry, customer service needs to be paramount.

“If you work just for money, you’ll never make it, but if you love what you are doing and you always put the customer first, success will be yours” – Ray Krock

I think providing customer service can be sometimes over shadowed by ones need to make a sale/close the deal. The eagerness of many ‘sales people’ allows the detail in service to be forgotten, for example not returning calls/emails and not delivering on promises. Listening to customers’ needs (in recruitment the candidates and clients) and treating their requirements are important. Our philosophy as a business has always been “under promise, over deliver”.

I am proud to be the General Manager of elle belle recruitment, and I am a strong advocate for ensuring exceptional levels of service are adhered to and maintained.

“Your most unhappy customers are your greatest source of learning” – Bill Gates

Written by Linda Lewin