organizations need to focus on ensuring
that their reputation is not damaged at
the interview stage by candidates whose
interaction with the brand leaves them
with a bad taste in their mouths. The
customer experience before, during and
after the interview needs to be designed
in a way that the ‘customers’ during this
interaction are handled with the same
customer focus as external customers who
are set to purchase products or consume
services. Both customer communication
and customer comfort needs to be ensured
whilst interviewing.
Customer communication is imperative
and the employing organization needs
to have absolute clarity during the
recruitment process. The customer journey
as a potential internal customer needs to
be mapped and communication designed
for transparency and clarity, to ensure
there are no gray areas.
Organizations that do not communicate
well, are often deemed to be putting out job
adverts for purposes of following protocol
whereas the positions have already been
filled, pointing to lack of integrity. The
specifications and the call for applications
Organizations need to focus on ensuring that
their reputation is not damaged at the inter-
view stage by candidates whose interaction
with the brand leaves them with a bad taste.
Customer experience before, during and af-
ter the interview needs to be designed in a
way that the ‘customers’ during this inter-
action are handled with the same custom-
er focus as external customers who are set
to purchase products or consume services.
Both customer communication and custom-
er comfort needs to be ensured whilst inter-
viewing.
58 MAL31/19 ISSUE
needs to reflect customer consciousness,
and effectively indicate important aspects
of the job being advertised to enable
suitable candidates to respond.
The job ad needs to follow a customer
centered approach with all the C’s
covered including courtesy, conciseness,
completeness, correctness and clarity.
Applicants should not be left wondering
what exactly the organization is
trying to communicate and how to go
about the application process. The job
positioning, reporting structure, roles and
responsibilities, qualifications required
and submission dates, need to be well
outlined.
Customers make decisions about brands
based on their interaction with customer
communication of all formats, job adverts
not excluded.
Communication during the interview
process should also not be designed to
intimidate and bully interview candidates.
There is a common myth that the more an
interview candidate is brow beaten during
an interview, the more exposure the
interview panel will have to their ability
to cope with pressure. This type of bullish
interactions have not been known to
produce great results, as good candidates
may bow under interview pressure and not
perform well.