Client Journey at Mobius
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Questions and Answers

When do clients onboarded on Monday or Tuesday receive their tracker?

  • By Friday night
  • By Thursday morning
  • By Monday night
  • By Wednesday night (correct)

    • What happens if a client provides feedback on their job tracker?

  • The feedback is ignored.
  • The tracker is deleted.
  • The tracker development specialist updates the filters. (correct)
  • The client has to start over.

    • How often are new jobs added to the tracker?

  • Once a week
  • Once a month
  • Every day
  • At least twice a week (correct)

    • What is essential when managing client expectations?

    <p>Communicating limitations clearly and professionally</p> Signup and view all the answers

    Which team assists clients who have secured a role or decided to cancel their subscriptions?

    <p>Customer success team</p> Signup and view all the answers

    What days do analysts apply for jobs?

    <p>Monday through Friday</p> Signup and view all the answers

    What should clients do after reviewing job listings in their tracker?

    <p>Approve or reject jobs to refine the application process</p> Signup and view all the answers

    What determines when clients onboarded on Wednesday or Thursday receive their tracker?

    <p>By Friday night</p> Signup and view all the answers

    How is the tone maintained when managing client expectations?

    <p>By using a supportive tone</p> Signup and view all the answers

    What is the delivery schedule for clients onboarded on Friday or Saturday?

    <p>By Monday night</p> Signup and view all the answers

    What is the purpose of the Client Application Tracker?

    <p>To manage client job search criteria and applications</p> Signup and view all the answers

    Which component is NOT included in the Client Intake Form Responses?

    <p>Job vacancy lists</p> Signup and view all the answers

    What initiates the client journey at Mobius?

    <p>Client's sign-up</p> Signup and view all the answers

    In what way does the WhatsApp group chat assist clients?

    <p>By providing real-time updates and collaboration</p> Signup and view all the answers

    What aspect is emphasized during the client support process?

    <p>Maintaining efficiency and clarity</p> Signup and view all the answers

    What type of details does the search criteria document for each client?

    <p>Preferred salary ranges and job locations</p> Signup and view all the answers

    How are clients categorized in the customer support log?

    <p>By their activity status</p> Signup and view all the answers

    Which of the following roles is NOT mentioned as part of the client support team?

    <p>Marketing director</p> Signup and view all the answers

    What is a critical feature of the Google Sheets utilized at Mobius?

    <p>Facilitates collaboration and transparency</p> Signup and view all the answers

    What is the main outcome of the client journey?

    <p>The client secures a role or exits the process</p> Signup and view all the answers

    What is the primary goal of the Onboarding Process at Mobius?

    <p>To ensure client needs are accurately captured and addressed</p> Signup and view all the answers

    What is the maximum time frame for the Customer Support team to create a WhatsApp group after receiving the intake form?

    <p>8 hours</p> Signup and view all the answers

    How soon should the application analyst start applying for jobs once the client approves the listings in their tracker?

    <p>Within 24 hours</p> Signup and view all the answers

    What must be done if a client provides feedback on their tracker?

    <p>Update the search criteria and edit the tracker within 24 hours</p> Signup and view all the answers

    Which of the following is part of the service level agreement regarding client communication?

    <p>All messages must be responded to or acknowledged within one day</p> Signup and view all the answers

    What is the SLA for tracker delivery for clients onboarded on Wednesday or Thursday?

    <p>By Friday night</p> Signup and view all the answers

    Which action is NOT a part of maintaining client engagement during the onboarding process?

    <p>Ignoring client feedback</p> Signup and view all the answers

    Why is timely delivery of the initial tracker considered essential?

    <p>It helps in maintaining client satisfaction</p> Signup and view all the answers

    What should clients do if they have concerns after receiving their tracker?

    <p>Raise their concerns within one day</p> Signup and view all the answers

    What is the role of the Tracker Development Specialist during the onboarding process?

    <p>To create a personalized tracker based on search criteria</p> Signup and view all the answers

    What is a recommended practice after a client fills out the intake form?

    <p>Create a dedicated communication channel for the client</p> Signup and view all the answers

    What is the primary function of the Tracker Development Specialist in the onboarding process?

    <p>To create personalized trackers based on client preferences</p> Signup and view all the answers

    How long does the Customer Support team have to update the job tracker after receiving client feedback?

    <p>24 hours</p> Signup and view all the answers

    What is the maximum allowable time for responding to a client message?

    <p>1 day</p> Signup and view all the answers

    When can clients expect to receive their initial tracker if onboarded on a Saturday?

    <p>By Monday night</p> Signup and view all the answers

    What must be acknowledged by the client support team within 24 hours?

    <p>Client concerns</p> Signup and view all the answers

    What should be emphasized in responses to clients to maintain satisfaction?

    <p>Clarity, professionalism, and empathy</p> Signup and view all the answers

    What should a client do after reviewing the job listings in their tracker?

    <p>Approve the job listings for the next steps</p> Signup and view all the answers

    What is the purpose of the onboarding process from the client's perspective?

    <p>To establish a clear relationship and address their needs</p> Signup and view all the answers

    What is a critical step after the initial tracker is delivered to the client?

    <p>Starting job applications within 24 hours upon client approval</p> Signup and view all the answers

    What is the first step in effectively handling client concerns?

    <p>Acknowledging the client's feelings</p> Signup and view all the answers

    When a customer requests faster service, what should be offered?

    <p>An upgrade or add-on package</p> Signup and view all the answers

    If a customer misunderstands the service scope, how should it be addressed?

    <p>By clarifying the primary focus of the services</p> Signup and view all the answers

    What principle should be upheld when managing client expectations?

    <p>Being transparent about service limits</p> Signup and view all the answers

    How should a Customer Support Representative respond to a customer's dissatisfaction with the number of job applications submitted?

    <p>By acknowledging the concern and providing a solution</p> Signup and view all the answers

    What approach should be taken when a customer requests a refund after finding the service unsatisfactory?

    <p>Empathetically acknowledge their concerns, clarify the refund policy, and suggest alternatives.</p> Signup and view all the answers

    How should a customer service representative respond if a client provides feedback on irrelevant job listings?

    <p>Acknowledge the concerns and refine the search criteria.</p> Signup and view all the answers

    What is an appropriate way to handle a customer's inquiry about resume review services?

    <p>Explain the options excitedly and outline the process clearly.</p> Signup and view all the answers

    When a customer expresses concern about limited progress, what is the first step a representative should take?

    <p>Acknowledging the customer's experience and concerns.</p> Signup and view all the answers

    What should be communicated to a client regarding the limitations of filtering job search results?

    <p>Please note there are limitations to our filtering system, but we will do our best.</p> Signup and view all the answers

    Study Notes

    Client Journey at Mobius (Updated)

    • Client Data Management: Google Sheets track client data, applications, and feedback, creating a transparent and efficient process.
    • Client Application Tracker: A dedicated spreadsheet for each client, detailing job search criteria, applications, shortlisted jobs, appointments, and application statuses.
    • Search Criteria: Clients specify job titles, locations, salary ranges, experience levels, and keywords (must-haves and must-not-haves). Additional details help refine the search.
    • Client Intake Form: Captures client information, including a link to their application tracker, contact details, and search criteria. Expected response time for the support team to create WhatsApp group chat: 1-8 hours; Clients encouraged, but not required, to answer follow-up questions on job preferences.
    • Customer Support Log: Tracks client activity (active, paused, or canceled).
    • Onboarding: Client sign-up, onboarding, job tracker creation, and continued updates until client success or cancellation.
    • WhatsApp Group Chat: A WhatsApp group for each client, connecting them to their support team (CEO, application lead, tracker specialist, and customer success manager). Created within 1-8 hours of intake form submission. Tracker Delivery Specialists are responsible for creation.
    • Tracker Creation: A tracker specialist creates a personalized job tracker based on client preferences.
      • Tracker Delivery Schedule (SLA):
        • Monday/Tuesday onboarding: tracker by Wednesday night
        • Wednesday/Thursday onboarding: tracker by Friday night
        • Friday/Saturday onboarding: tracker by Monday night
    • Client Feedback & Updates: Clients review and approve job listings in the tracker. Feedback updates filter to match preferences. Feedback response and tracker updates are due within 24 hours.
    • Application Management: An application analyst applies on behalf of the client, using a bi-weekly schedule or client approval. Application start after approval is due within 24 hours.
    • Client Control: Clients review, approve, or reject jobs.
    • Client Communication: Clients notify via WhatsApp of role securement or cancellation. Customer success team handles the transition. Clear communication of limitations.
    • Communication Protocol: Clear communication of limitations (e.g., for requests outside service scope).
    • Data Transparency: Centralized data management improves support representative efficiency.
    • Service Level Agreements (SLAs):
      • WhatsApp Group & Introduction: Create & introduce WhatsApp group within 1-8 hours of receiving intake form.
      • Initial Tracker Delivery: Deliver initial tracker according to schedule (Monday/Tuesday, Wednesday/Thursday, Friday/Saturday).
      • Job Application: Application analyst starts applying jobs within 24 hours of tracker approval.
      • Tracker Updates: Update trackers within 24 hours of receiving client feedback.
      • Client Communication: Respond to client messages within 1 hour; resolve client concerns within 24 hours.
      • Client Follow-up: Clients encouraged but not required to answer follow-up questions.

    Handling Client Concerns

    • Empathy and Acknowledgement: Acknowledge client concerns and requests with empathy (e.g., "I understand your concern," "Thank you for bringing this to our attention").
    • Clear Boundaries/Transparency: Clearly explain what services are included and what is outside the scope.
    • Expedited Application Submissions: Acknowledge client desire for speed, explain the 24-hour approval process, and Monday-Friday application submissions. Offer upgrades/add-on packages for faster service.
    • Misunderstanding Service Scope: Politely clarify that the service primarily focuses on application submission and matching, not networking or referrals. Offer complementary services (Hiring Manager Connect).
    • Limited Job Applications: Acknowledge client concern about the number of applications, and offer higher volume packages or custom options.
    • Refunds: Respond empathetically and clarify refund policy. Suggest alternative solutions like continuing with the job compilation for a set period.
    • Irrelevant Job Listings: Acknowledge and appreciate feedback regarding irrelevant jobs. Revise search criteria and offer limitations of the filter system.
    • Resume Review Services: Enthusiastically acknowledge requests for tailored resume revisions. Explain available packages and timelines for feedback.
    • Limited Progress/Refunds: Understand client experience and refund policies. Offer adjustments to the search criteria, or upgrades to improve results.
    • Client Success: Reassure client and commitment to success.

    Onboarding Process and SLAs

    • The Onboarding Process is critical to setting a positive client relationship.

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    Description

    Explore the comprehensive client journey at Mobius, focusing on client data management and application tracking. Learn how spreadsheets streamline the onboarding process, client interaction, and job search criteria. This quiz will cover essential aspects of managing client information and support effectively.

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