Support isn’t just about resolving a customer’s first question and moving on, however. “You need to make sure the customer is happy with the resolution, so consistent, thoughtful follow-ups are key” Agents can sometimes feel the need to just get through it and move on. The art of the consistent customer follow-upĮnsuring your follow-ups are consistent and effective, however, is as much an art as a science, and it involves overcoming the inherent challenges of customer support, which can be relentless (consistent inbound volume, meeting SLAs, having a constant pulse on latest product releases).
And when you take upselling and customer LTV into account, following up is actually a critical part of the sales process as well. It is this sort of consistent follow-up that will help ensure customers return to use your product or service again and happily recommend it to others. A proactive support model, where you follow up with your customers consistently and help pre-emptively solve their problems, signals that you care about your customers and are dedicated to ensuring their continued success.
There are a few elements of this scenario that translates to customer support. Those situations are infuriating – you’re paying for a service, despite not feeling like you’re getting much of a service at all. Or worse still, you have to ask the waiter where your food is and why it’s taking so long. “You’re paying for a service, despite not feeling like you’re getting much of a service at all”Ĭontrast that sense of care with those occasions when you can’t catch the eye of a waiter no matter how hard you try. Sometimes there will be an inevitable issue – you’re missing some cutlery or condiments, or the food isn’t quite what you ordered – but above all, it is the very asking of the question that shows they care about your experience. Usually, we can reply that everything is delicious and quickly forget the waiter even checked in with us. How do customers feel about the service they’re paying for? Does our service contribute to a sense of customer delight? Importance of following up in customer service – asking is what matters However, there are a few lessons in this simple example of customer service that are valuable for anyone who works in customer support. Now, you might not think much about that particular restaurant practice – after all, it’s just a simple customer follow-up question shortly after your food has arrived. Worst case, you have a recruiter in your network that you can reach out to for future recruitment opportunities! Continue reading.Part of the ritual of eating a meal in a good restaurant is the waiter asking if you’re enjoying your food and if there is anything else they can get for you. Don’t expect a progress report at this stage.įollow up with a recruiter in the right way can increase your chances of scoring the role. Remember, following up quickly after the application (within the first 48 hours) is about establishing an initial connection. Ask if there’s anything else they need from you.Reaffirm your interest in the position and why you’d be a great fit.Note when you submitted the application so they can dig your application out easily.Quick tips on writing an email to follow up with a recruiter:Įxample: Request to connect: job application for (title of position) Why? Connecting early helps you stand out from other applicants, increases your chances of scoring an interview and makes it easier to follow up with a recruiter again later on.ĭon’t feel like you’re bugging them - recruiters welcome proactive applicants! Tips to keep in mind when following up with recruiters If you didn’t land the role but want to maintain the relationship.To keep an external recruiter updated at every stage of the recruitment process.A few days after meeting them in person at a careers fair or networking event.If you have questions before an interview.If it’s been a few days since you’ve contacted them and haven’t heard back.A day or two after submitting your job application.Once you know you’re interested in working with them.When should I follow up with a recruiter? Does this mean you have to wait weeks before you follow up with a recruiter? No way. You’re feeling great about the job application you submitted! Your cover letter was on point and it’s clear you're a perfect fit for the role.
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