Customer Service
We have all had experiences with
bad customer service at one time or another. When dealing with customer service
is a headache more often than not, it’s time to review your provider. Awful
customer service is a deal breaker. Whether or not the product or service
offered is great becomes irrelevant when communicating with the customer
support staff is a hassle. If you’re on the fence about changing providers, here are a
few questions to ask yourself:
How accessible is the
Customer Service Team?
Navigating through the maze of an overly complicated
automated phone system is unacceptable. When you’re constantly put on hold for
an extended period of time, your provider is not holding up their end of the
bargain. Employment screening is in many cases very time sensitive. When a
position needs to be filled quickly, you do not have the luxury of dealing with
an unresponsive vendor. Make sure you can quickly reach someone when you need
help. Don’t settle for less.
How knowledgeable/helpful
is the support staff?
The customer support team should be well-trained and fully
equipped to handle any questions and/or concerns. Whether you have questions
about FCRA compliance or need help navigating the system, the support staff
should be able to help you. If they cannot answer a question, they should be
able to quickly direct you to someone who can. Don’t stand for being bounced
around and constantly put on hold.
How long does it take
to resolve a problem?
Your issues should not take more than one phone call on
average to resolve. If you have to keep calling to obtain a solution, your
provider is letting you down. So this year, hold your provider to the service
excellence that they promised.
Are you dealing with any of the problems mentioned above? If
so, take action this year!
