Most companies look at customer service in a silo. Service personnel are expected to regurgitate talking points, call scripts and marketing spin over the phone, email, chat, or in person to ticket numbers. The unfortunate result: Customer service is perceived as a cost center whose sole purpose is to keep customers quiet.
At TheLadders, we wholeheartedly reject this notion of customer service. The purpose of our customer-service team is to help people find the right job as quickly and painlessly as possible. We believe this so strongly that we’ve even named our customer-service department the Job Search Support Center.
This philosophy has led us to do things that would cause the leaders of many customer-service departments to shudder in horrified disbelief.