Value adds ... the power of going that extra mile
This week has really been a breath of fresh air on the customer service front ... but strangely enough the episode I am going to describe actually involves one of my candidates.I have been working on a particular role for a client and was inundated with CVs for an Applications Engineer position. I had read through over 40 covering letters and profiles, telephone screened 17 of them and whittled the shortlist down to six.
The interviews all went well and after booking the candidates in to meet with my client, as is always my policy, I sent each of them an in-depth follow-up e-mail confirming all the details of their upcoming meetings, including directions, address, what and how to prepare etc.
Later that afternoon I received a phone call from one of the applicants. At first I thought he was going to withdraw his application, but he was in fact calling to let me know that my email to him had in fact gone straight into his junk-mail. He proceeded to ask me a few questions about the company hosting my website, the company through which I had registered my domain name, he had me clicking through various settings and even mentioned the slight chance that my "server could be on a black list"!
What could I have possibly done to end up being blacklisted?
Fortunately after a few more questions, clicks and and a re-start, he assured me that everything seemed to be OK and given that nobody else had alerted me to the fact that my e-mail had gone into junk-mail he came to the conclusion that it was more likely a problem at his end.
I immediately felt more relaxed having just experienced my own little private help-desk moment.
Had he used this as an excuse to further demonstrate his capabilities? I doubt it. I truly believe he was being very genuine and wanted to help me out. Needless to say given that some of the key criteria for the role I was putting him up for include "a proven ability to troubleshoot", "a strong customer service ethic", and "experience in assisting users in a help-desk capacity", I certainly felt confident tin my decision to represent him to my client.
Image courtesy of: onecrowdedhour
posted by Matthew Bradbury @ C Sharp. Complete Staff Solutions.. at
1:07 PM
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