The old adage that you don’t get a second chance to make a first impression is familiar to many of us. When it comes to your LinkedIn profile and resume, a positive first impression is of critical importance. If you’re actively seeking a new job, now is the time to beef up your online presence in LinkedIn as well as your resume. Here are some tips to do that easily and quickly:
Seeing Is Believing – always use a professional looking head shot on LinkedIn. It is worth spending money on a professional photograph. It will definitely help you to look more serious to a prospective employer. I do not suggest including a photo in your resume.
Use A Credible Email Account – always use a professional-looking email account based on your name or some minor variation rather than some jokester, personal email address that risks creating a not-so-positive impression. For example, email@example.com may not get the result you’re looking for.
What constitutes great customer experience is going to differ from customer to customer, it is going to be different for each type of engagement between a provider and a customer, and therefore it is imperative that the provider understands the needs of the customer at the beginning of the engagement. What does success look like for that particular engagement?
I recently made a call to a support center to report a degraded service issue and subsequently received a survey request where I rated the overall experience as low. The issue I reported was resolved, the agents were friendly and knowledgeable and yet I was disappointed with the experience. Why, well here were three key areas that I focused in on during my survey response.
First, when I made the call the initial agent was unable to assist me and cold transferred me to another analyst to take care of my issue. Once the second agent picked up I had to provide my account details, verify my identity and provide an overview of my issue for a second time after I had already been through that with the first agent who was unable to help …
The processes that your employees use to deliver the services to your customers are one of your most critical strategic business assets. This is the “knowledge” that is most critical to the operation of your organization. Many organizations are looking at the impact of changes to their workforce and how this will impact their business model. One of the business risks that everyone identifies is the fact that a lot of knowledge will walk out the door with those folks.
Employees have different forms of knowledge that are valuable to the organization but I believe that one of the biggest risks of loss of knowledge is around the business processes within an organization.
There are some keys things that people know that is often not formalized, documented and maintained within an organization. This results in the following:
No clear understanding or what people’s roles are in the processes
Processes including accountability and ownership of the processes are not documented, agreed to and approved
Employees just do their work on a daily basis and often in a silo without understanding how what they do is an input or output of another key process
People within the organization don’t understand how work gets done they just know that every month Jane does that magic thing that makes sure the outcome is …