HR needs to learn how to duplicate the level of customer service that is usually provided by our sales, customer support and product service departments. We often fail to even ask the applicants if they were satisfied with the process. If Baldridge Award examiners were to look at the customer service aspects of most recruiting and staffing process they might actually laugh. Part of the reason staffing is not customer service friendly is because most staffing processes were developed when the unemployment rates were high and employers could demand anything from desperate applicants. That has all changed now so it's time to treat our applicants like customers.
Lets look at how to make the staffing process more customer friendly.
Providing the customer with information without them having to ask for it. Rapid, honest, accurate and friendly responses. Tell applicants up-front what they can expect, inform them about the steps they must endure and forecast how long the process will take. Respect the applicant's time when we request information from them. Shorten the selection process so that instead of taking an average of two months it takes two weeks or less.