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HR Excellence Awards............2014
Year in and year out, HR Excellence Awards has been the talk of many HR practitioners who are hoping that their company can win this distinctive award. This year Jobtact is honoured to be the sponsor together with other partners and sponsors Mercer, Active Network and Freeflow production for this distinctive event. At present HR Excellence Awards entry has come to an end on 25th August 2014. Regretfully to all the HR Practitioners who did not participate, we will see you again battling for the same award in year 2015. To the participants, judging is in the process and the WINNER of HR Excellence Awards................ wait for the judges to conclude their judging and if you want to know more, be there at Hilton Kuala Lumpur Hotel on 29th October 2014. See you there at this most exciting event for all HR Practitioners. From all of us at Jobtact
HR Networking................4 keys pitfalls to avoid
IRB on the hunt at exit points for Tax Evaders
Offer our Deepest condolences to family and friends of MH17
Chee Fei Chung
What Employers Hate About Job Seekers
Recruiting an employee is arduous for an employer as recruiting eats up hours of staff time and energy. From planning the employee recruitment to interviews and the selection of a superior employee, current employees invest time and energy to select the right employee. A well-prepared, qualified job seeker can increase their likelihood of landing the job by avoiding these job seeker behaviors employers hate. Employers magnify their chances of hiring a superior employee, when they avoid job seekers who exhibit these ten fatal errors, what employers hate about job seekers – or ought to. 1. Job seekers apply indiscriminately for jobs that don’t match their skills and experience. Employers are spammed by unqualified and marginally qualified people who apply for each posted job. Yet, reviewing every resume, hoping for a gem, the interesting applicant who doesn’t quite fit the hiring profile, is critical to find superior employees. So, the employer is stuck evaluating them all; and this means - they are all gone - in 30 seconds. 2. Job seekers don't follow instructions about how to apply for the job. If the job seeker fails to follow instructions, their application may never reach the people with the power to hire. Failure to answer questions about salary requirements, for example, may relegate their application to the “no” pile. Worse? A job application that fails to follow directions is not considered a valid application and need not receive consideration for the position. Employers must evaluate whether the job seeker’s behavior will be acceptable in their workplace. 3. Job seekers present their credentials unprofessionally. Their resume and cover letters contain typos, grammatical errors, incomplete thoughts, portions copied and pasted from prior applications to different employers, and details not requested for the current job. Recently, a governmental employer added the caveat that applications mailed in stationery belonging to the current employer would not be considered. The same applies to emailed applications from the current employer’s address. 4. Job seekers lie on their resume or bolster their credentials by blurring details or leaving out pertinent facts. In a recent SHRM study, 64% of HR professionals did not extend a job offer to a potential employee because their background reference check showed inaccurate dates of previous employment. Lies that are purposeful or lies that omit facts and blur details will haunt a job seeker. Commonly, employers consider lying on application materials grounds for dismissal – even years after the employee was hired. Employers should dig deeply to check the accuracy of applicant credentials such as claimed degrees. 5. Job seekers are unprepared to fill out the job application during their scheduled interview. This makes the job seeker seem unprepared. It holds up the employer’s background checking process if the job seeker is a viable candidate. Companies often use the application as a literacy screen so taking the application home is not an option. In any case, employers can take no action until they have a completed, signed application that gives permission for reference checks. Plus, the job seeker’s signature attests to the veracity of the information they provide. Especially if you asked the applicant to arrive early to fill out the application – and most employers do – this lack of preparation is unacceptable. 6. Job seekers fail to research the company. In one recent interview for a software development company, the job seeker hadn’t visited the company website or become familiar with the products. How can a job seeker tell an employer how well he or she will fit the job and the company when the applicant didn’t even visit the website? In fact, how can the job seeker even apply? This is hardly the face to present to a potential employer. And, it speaks volumes for potential job performance. Or, it should. 7. Job seekers try to get to hiring managers in an effort to circumvent the hiring process. Read number two above. Then, ignore this advice provided by supposedly informed career professionals. Applications sent to hiring managers end up on HR’s desk. The note says, “I don’t know this applicant.” Or, the note says, “I can’t vouch for this person, but someone I know recommended him.” Rest assured, if a current employee is enthused about a candidate, the “right” people know. And, the job seeker doesn’t risk pissing off HR staff who move qualified applicants on through the review process. 8. Job seekers that “bug” hiring managers and HR staff quickly wear out their welcome. HR has a name for candidates whose calls, emails, and visits interrupt work and steal time and attention from overworked staff. They call them “stalkers.” These job seekers gain no points with the hiring decision makers – and this ought to be the consequence of such behavior. Get my drift? 9. Job seekers indulge in unprofessional interview behavior. Why would any serious job candidate blow their chances so badly when their foot is already in the door? Job searchers arrive late; dress improperly, reek of cologne, and sport dirty finger nails. They are unprepared to answer predictable questions. They chew gum, take calls on cell phones, and forget items they need in their cars. One interviewee asked the employer the name of the company where he was interviewing; he said he forgot to read the sign on his way in. Another asked an interviewer if she wanted to see his belly scar to verify a boat accident was the reason for his unemployment. Smart employers notice and make appropriate hiring decisions. 10. Job seekers fail to practice common courtesy. They arrive late, fail to follow instructions, bombard employers with emails and calls, and talk down to lower level employees. Employers should consider courtesies such as thank you letters when making a hiring decision. Candidate behaviors do reappear in the workplace. Source: http://humanresources.about.com/od/selectemployees/a/employers_hate.htm
Malaysia's Employers of choice..........are you the one...
Strangest interview questions.........
Recruitment Manager 0 20
Can you train happiness? It might just be your biggest sales conversion asset yet!
“Good Morning…. Sunshine!” Yep, just 3 simple words greeted me at the order-taking intercom at Starbucks drive-thru yesterday morning. What followed was the most pleasant experience I’ve had interacting with a service based company in a long time. Every single “note” was pure Red Thread Client Service! The thing about interactions is that they usually involve emotion, good or bad. Emotions or feelings “stamp” that experience. The stronger the emotion the more we remember it and tell others. Experiences that have no emotion invoked we forget. So we either want to make them good ones and certainly not bad ones. This experience also set the tone for the entire day for me and for many others. I watched two cars in front of me, curiously wondering what the heck was going on. The lady’s face, two cars up, lit up with a smile, laughter and effusive energy in the side-view mirror. Then the car in front of me….same reaction. The anticipation of wondering what was so fantastic was brewing inside me. Why in the heck would interacting with an intercom elicit happiness? The order conversation after the spunky “Good Morning Sunshine” was followed by a closing upbeat and energetic “wonderful”, instead of the typical thank you. All of it fun and delightful. It was all a STANDout™ experience. When I drove up to the window, smiling from ear to ear, the cute girl waiting to take my money was all smiles as well. I exclaimed “whose the voice behind the intercom?” She replied, “Oh yeah, Chase is amazing and it’s contagious. We are all happy in here!” About 6 people inside the window service area turned around and smiled and pointed at Chase who was busy taking another order. When finished I told Chase he should be training all service people! He’s a linchpin and we can all use them in our business. I’m sure his positive energy made him enjoy his job more, his fellow employees enjoyed their jobs more, and the customers for sure enjoyed their day more. Did it really take something special for Chase to be this way? Special training? Special skills? No, of course not. It costs nothing to be happy. It costs nothing to train others and ourselves to value happiness and kindness over other rules and protocol in the business. It does seem to be the hardest thing for us to all seem to be able to do….to set aside our personal issues, our bad day, our gripes, our hardships, to remember what’s the easiest and cheapest way to create a Red Thread Experience. However it made the biggest difference in how I viewed this brand and how I view most brands. Of course, Starbucks needed to have great overall branding, an amazing product, and an inviting store, for me to pay $2.50-$6 for a drink. What keeps me coming is the service which is normally above average. What do other businesses do that need to charge a high ticket service or product fee? I now have a new “feeling” that arises when I think of getting a coffee at Starbucks. But, it’s not one that I have to think about. It is subconscious. Subconcsious decisions that we make on what we buy, where we go, what we do, what we spend and who we trust are based on an accumulation of experiences with that company. There are lots of companies that make good tasting drinks, have good enough branding, and perfectly suitable furnishings/store decor. Why we are devoted to Starbucks is because they create a Red Thread Client Culture™. They are like “Cheers” where most everyone knows your name, if you visit fairly often enough. That’s important! It’s an up level move that separates the Starbucks from the Dunkin Donuts. I wouldn’t expect to have that sort of experience at DD, honestly, but hey…they could at least try. It comes back to that “gut reaction”. I’ve heard it said that a brand is the gut reaction someone has when they think of your brand. Those gut reactions aren’t just something they perceive but learned experiences based on emotions they felt as they experienced your company. All tucked away and stored in the subconscious for the next time they decide they want or need say …another cup of joe….who will they pick? How does this apply to your sales conversion? What parts of your business can you automate and what parts need training, more training, and yet more training until they become part of your Red Thread Client Culture™? Source link: http://www.tonyadavidson.com/blog/2014/08/12/can-train-happiness-might-just-biggest-sales-conversion-asset-yet/
Four Lessons From The Red Carpet On Customer Service
If you scored Beyonce as a client, you’d make sure she got A-list customer service. When her handlers called, they’d reach the right person at your company on the first ring. You’d train your team to bring the love. If Beyonce was unhappy, you’d fix the problem—stat. Why not treat your existing customers the same way? If you’re too lazy to give them red-carpet customer service, someone else will. And, it’ll kill your business. Accenture found 51% of consumers switched firms in 2013 after getting poor service. Want to hold onto your business and see it grow? Do this. Get Crazy Curious. Your customers deserve luxury. You can’t deliver it if you don’t know what it is. Give yourself a crash course. Put off buying the S-Works bike. Spring for a night at the One and Only Resorts instead. Grill the bellman on how he’s trained. Look for ideas to bring back to your business. At my companies, we call customers guests to set the tone and give them the same special care that a guest at your home gets. X-Ray Souls. When you attend a red-carpet event, a town car arrives to pick you up. You lean back on the soft leather seats, and you see Gray Goose vodka and Firestone IPA. There is a bowl of Terra chips, in case you are hungry. You feel cared for. The planners make sure. Anticipate your guests’ needs the same way. Selling them cars? Share the best place to get a stereo upgrade. Writing content for them? Help them promote it online in credible places. Find new ways to make their lives easier and more effective. It creates great opportunities to grow your business. Make Them Feel Your Muscle. At any red carpet event, guests pass through tight security before entering. Greeters check and cross-check your identity against a guest list. Giant body guards keep watch over every door. Once inside the large party tent, well-trained assistants guide you through the paparazzi shots to the people you really want to meet. Guests at your business should feel just as secure. If you run a service firm, schedule a welcome call where you gather the team to walk them through their project. Review the deliverables carefully. Let them know when you’ll deliver progress reports. Make sure they know you’re looking out for them with solid follow-up and in words and tones that build certainty in your firm. Slack on this and they won’t come back, and will text or post their reasons to five of their friends Crush the details. Quit saying you don’t have the budget to pamper anyone. At my company, we train our guest services team to be sensitive to guests’ tone of voice and cadence. That doesn’t cost anything but it helps us make a powerful, emotional-charged connection. That’s one reason 95% of our customers keep coming back. Source of Link : http://www.forbes.com/sites/ericschiffer/2014/07/31/4-lessons-from-the-red-carpet-on-customer-service/
Manager 0 19
Why the Best Customer Service is Invisible
You’ve heard it time and time again—customer service is a very hands-on part of a business, and if you rely too much on technology, you’re driving away customers. This can certainly be true at times, but not all the time. In fact, the best customer service is invisible and readily used by companies that are ranked as the best service providers. How can such a tangible part of business be unseen by the naked eye? First, you have to consider what customer service is. It’s not just one thing, but an experience that’s made up of several tools and approaches. What many people think of as “customer service” is how a company representative answers a phone. They don’t think about the technology this rep might be using or the potential touch phone system that got them connected to a live person in the first place. Direct customer service What many people think of as customer service is actually “direct customer service.” The direct part is when you actually make contact—whether it’s at a cash register, over the phone, or when you get an email back from a company. However, it’s automation and technology that gets you to that point. Jayson DeMers, founder & CEO of AudienceBloom, has merged direct customer service with technology and automation to overhaul his company’s customer service initiative. “We learned that customer service is time-consuming, but it’s absolutely crucial to not only making the sale, but keeping clients happy,” says DeMers. “Communication is the element that establishes trust, professionalism, and builds customer loyalty.” DeMers says Boomerang for Gmail has been the most effective technology implementation for improving and automating customer service. With customer support automation, the knowledge base of known issues and resolutions is built into an expert system. Then, a complete suite of solutions that might include self-support, assisted support and proactive support become part of the mix. Automated support is what allows companies to offer round-the-clock service via alarm monitoring and early troubleshooting. Technology at work Many useful technologies, such online libraries or knowledge bases where customers can do self-help diagnostics, can help. Employees may use customer relationship management (CRM) software and systems, or network management systems (NMS) in order to best tackle issues and resolve complaints. Simultaneously, these tasks are being organized while other software programs ensure that any applicable regulations are being followed (HIPAA, etc.). For proactive support automation, this encompasses solutions that reduce downtime and offer constant availability. Pre-emptive support automation is a solution that uses information that’s derived from another point (such as log files, etc.) and is then used to predict future problems. Self-support are structures such as online tools for simple troubleshooting. Finally, assisted support is software that lets employs help customers remotely, such as trouble ticket resolution. The best of both worlds In an ideal world, customers won’t have a clue about the technology being used in customer service—and that’s the way it should be. Combining automated “invisible” customer service with direct customer service is the best way to provide the experience your customers want. If you internally streamline processes behind the curtain while practice direct service excellence, you’re providing everyone with the structure they need to be happy. Advances in customer service technology are impressive and constantly evolving. As a business owner, you need to adopt changes as necessary, but also provide ongoing service training to your workers. It’s a practice in balance, and when one side is off it will impact the other. Source of link : http://blogs.salesforce.com/company/2014/07/why-the-best-customer-service-is-invisible.html