Think. Care. Engage. Recruit
in case tech fails
Yesterday's public revelation that the careerone client database had been exposed on the internet highlighted to me the issue of sales and recruitment personnel training.
How so? It appears that in addition to the disclosure of private client records data, there were also a few less-than-professional comments made by client-facing staff at careerone.
Technically, access to the database should have never happened, but it did. So how do you ameliorate the blow? You don't bitch about customers on the records of your corporate CRM environment.
I assume it's human nature; you're frustrated that you are not selling, or that your product is not used to its full potential, etc. What you can certainly avoid is compromising both the integrity and professionalism of the information.
To me the only way to address this is training, measurement/auditing and reinforcement (positive and negative).
Do you cover this in your training to client facing staff? Do you have spot checks on client visit notes?
have a good Tuesday
How so? It appears that in addition to the disclosure of private client records data, there were also a few less-than-professional comments made by client-facing staff at careerone.
Technically, access to the database should have never happened, but it did. So how do you ameliorate the blow? You don't bitch about customers on the records of your corporate CRM environment.
I assume it's human nature; you're frustrated that you are not selling, or that your product is not used to its full potential, etc. What you can certainly avoid is compromising both the integrity and professionalism of the information.
To me the only way to address this is training, measurement/auditing and reinforcement (positive and negative).
Do you cover this in your training to client facing staff? Do you have spot checks on client visit notes?
have a good Tuesday
Add a Comment
About
Badge
© 2009 Created by Jorge Albinagorta on Ning. Create a Ning Network!
You need to be a member of Aussie Recruiters to add comments!
Join this Ning Network