At Staffing Solutions Enterprises, there are four steps to spell the word “WOW” — it takes a focus on a courteous, responsive, accurate and proactive approach. The company, led by President SueAnn Naso, teaches that to each new hire and reiterates it to existing employees. And the results are impressive.
Not only does the “WOW Culture” build productivity, friendliness and courtesy among the internal staff, it sets an example of how customers likewise should be treated. Employees follow specific standards for courtesy (such as greeting each person with a smile), responsiveness (like returning phone calls within two hours), accuracy (matching qualified talent with excellent workplaces) and a proactive approach (being able to anticipate and plan ahead to meet clients’ and candidates’ needs).
Naso believes these key elements of the “WOW Experience” create a positive internal company culture and provide an effective system that allows the company to continuously deliver world-class customer service.
Another sign of responsiveness involves frontline staff members — those empowered to solve service issues on their own. Customer experience managers have the authority to grant monetary credit, provide additional complementary services or other measures to meet the clients’ needs and achieve their satisfaction. About 80 to 90 percent of any service related issue is resolved by the customer experience managers on the same day.
How to reach: Staffing Solutions, (440) 461-1652, www.staffingsolutionsent.com
