ICMI's Customer Management Insight - April 2008 - (Page 42)

EXPERT’S ANGLE Version 1 Version 2 CUSTOMER SERVICE 254 JOB OPENING AT THE DAILY TIMES NEWSPAPER CALL CENTER. RESPONSIBILITIES: Respond to customer requests and inquiries from our readers and the public. REQUIREMENTS: Previous customer service experience. Excellent communication skills. Proficiency in Word and Excel. Ability to work with minimum supervision. Must be able to work on Saturdays. For consideration, please email your resume to HR@company.com or visit www.DailyTimes.com/careers. Click on job requisition number: U2124. No phone calls please. Help Our Winning Team with Customer Care Solutions!Interested We are looking for talented individuals who seek the challenge of providing first-class customer service solutions to our readers and others interested in our award-winning newspaper. The Daily Times is the most widely read newspaper in The City. We have a reputation for first-rate journalism and are viewed as the city’s authority on local news. We want people who find satisfaction from succeeding at our winning company. We offer the opportunity for you to grow into a customer care specialist at our state-of-the-art call center. We also offer the satisfaction of helping others, paid training, a productive environment, supportive management, and casual business attire. We are looking for individuals who provide professional, reliable, and prompt services to our readers. The ideal candidate will have previous customer care experience, proficiency in Word and Excel software, and enjoy working with minimal supervision. This job does require availability to work Saturdays. Learn more about this opportunity by visiting our Web site www.DailyTimes.com. Click on our Careers tab and select Search for Open Positions, and type in U2124. Would you be interested in joining The Daily Times’ team? What we offer… Do you have what it takes? “No phone calls, please” has a slight negative feel, even with the adjoining word, “please.” Why not rephrase with an upbeat “Learn more about this opportunity” and list a web link? > Avoid cold words. The term “job requisition number,” for instance, is bureaucratic and unfriendly. Use neutral phrasing, such as that in Version 2, with the necessary reference number. 2. HIGHLIGHT BENEFITS, BENEFITS, BENEFITS. The ad needs to commu- If all this interests you, nicate benefits to attract and excite. Go-getters want to be challenged and grow with the job. Listing administrative details does the opposite. Notice how Version 2 gets into… > Personal benefits — working with winners. It includes refericmi’s insight ences to award-winning company, most widely read local newspaper, high reputation and gaining satisfaction from helping others. This is all true information, but Version 1 neglected it. > Work benefits — It makes a point of listing benefits for employees — paid training, working with current technology and supportive management. Version 1 is onesided and only focuses on what the new hire must do for the center; there is no spirit of win-win. 3. LEAVE OUT EXCRUCIATING DETAILS. The ad should be informative but leave out unnecessary information. Too much minutiae creates a feeling of a mud puddle and slows down excitement. The detailed informawww.icmi.com | APRIL 2008 42 http://www.icmi.com

Table of Contents Feed for the Digital Edition of ICMI's Customer Management Insight - April 2008

ICMI's Customer Management Insight - April 2008 Operations: Small Call Centers, Big Potential Ad Index Contents Editor's Page Contact Center Spotlight People: Assessment Tools Recommended Reading Technology: Speech Recognition Special Feature: Best of Show Strategy: Service-to-Sales Success Expert's Angle - High Volume, High Stakes: A Better Strategy for Hiring Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings Experts Angle - Speech Analytics: Uncovering the Voice of the Customer

ICMI's Customer Management Insight - April 2008

For optimal viewing of this digital publication, please enable JavaScript and then refresh the page. If you would like to try to load the digital publication without using Flash Player detection, please click here.