Offering Excellent Customer Service as an Online Resume Writer

Let’s be honest - as a professional resume writer you are nothing without your customers. Would you not agree? Customers are the backbone of your business and this is why customer service is so important as an online resume writer. Good service can make your career whereas bad service can break your career.

If you are someone who enjoys interacting with customer’s, then this will be one of elements that you enjoy most about being an online resume writer. Whether you are conversing with customers over the phone, through Skype or strictly online you need to understand some key practices to follow in order to increase customer satisfaction.

It is true that there will always be customers who are hard to please or who have unrealistic expectations of your resume writing service, however, the majority of these pitfalls can be avoided by following some key resume writing service protocols.

Here are 5 protocols that you must follow to ensure excellent customer service as an online resume writer:

Protocol #1: When a customer reaches out to you to inquire about your services it is always wise to ask the following two questions:

1) What type of industry are you seeking employment in ? Asking this question will help YOU as an online resume writer determine whether you have the skills, expertise and confidence to build a professional resume in their field of interest. It is always best to be honest with your clients and let them know if their field of interest is out of your scope of expertise. For example, writing a resume for a job seeker in a highly technical fields (5+ page resume) is very different then writing for business professionals (2 page resume). Don’t get in over your head. Sometimes it is okay to ‘fake it until you make it’ but know when to be transparent with your customers about your expertise. Ultimately, they will respect you for this and this will help you build trust and respect as an online resume writer.

2) Can I see a copy of your old resume? It is so important to request an old copy of the customer’s resume as this will save a lot of time going back and forth to iron out job details. Also, you may discover that their resume requires A LOT more work then previously anticipated. If you are providing resume writing service on a floating scale this will give you a clear picture on the scope of work. There is nothing worse then having a customer purchase a service and then finding out that they want you to revamp a 5 page resume (which resembles more of a portfolio then a resume).

Viewing an old resume and understanding the scope of work required will help you better communicate needs, work as well as cost of service. This will clarify expectations and avoid any conflict down the road.

Protocol #2: Always Show Examples of Your Work

When a client is inquiring into your resume writing services it is advisable to send them 3-5 resume examples before getting started. The reason why this is so important is because customers sometimes have a vision of what they are expecting, and you want to ensure that you are able to deliver this vision.

I learned this lesson the hard way.

There is nothing worse then spending hours working on a resume and sending a draft to your customer only to discover that they want a completely different layout and format. Save yourself from this pitfall by sending resume examples up front and have your customer select a resume template or style that they like. This way there will be no surprises upon delivery.

Protocol #3: Revisions and Turnaround Time

Always clarify how many revisions you will give your customer as well as how long your service will take. Many resume writers offer unlimited revisions to customers, but you may want to think about placing a cap on this. Perhaps you only offer 3 revisions? Whatever you decide, be sure to clarify this up front.

It is also best to clarify time frames. Whether you are able to offer a 2 day turn around or will complete service in 2 weeks – always discuss this before your customer makes his/her purchase. There is nothing customers hate more then when you don’t follow through on promises.

Protocol #4: It is Always Better to Under Promise and Over Deliver

If you want to ensure that your customers are 110% happy with your service do something that shows them that you are willing to go the extra mile to make them happy. This may be delivering the service earlier then expected, offering a little bonus service or simply going above and beyond in your communication. Customer’s will appreciate the extra effort and thought you put in to make them happy.

An example of a bonus service that I sometimes offer is delivering their final resume on two different resume templates. This way they can choose which style of resume they submit for a given job. This extra service takes minimal effort and will go a long way in making your customers happy.

Protocol #5: Be Patient and Accommodate

Resume writing is an art and you are one of lucky ones who understand this art. Understand that your customers may not be clear why you need certain information or why you design/develop their resume in a specific way. Don’t get defensive if they have questions or concerns. Clarify your beliefs and practices with regard to resume writing but don’t be afraid to deviate from your traditional styles/process if the customer requests this. You are there to deliver a service that THEY ARE HAPPY WITH.

Customers are your business and it important to make sure they are happy.

If you want to know more about online resume writing - ask me about my course!