Thoughts on Client service
It is not strange in this instantaneously progressing world, that everything progresses in a speedy fashion, and with this speed of progress comes the viciousness of competition. As a result, we find the client constantly expecting and looking for an outstandingly and increasingly professional standard of client servicing.
Make a customer, not a sale.
~ Katherine Barchetti
I always try to ask myself, what makes a company successful in providing an exceptional client service?
From my point of view, the efficiency of any service provided is determined by 2 main aspects:
1. The quality of the provided service/product.
2. The quality of the client servicer.
When anyone of us thinks about a service provider one usually recalls his combined experiences of both: the service/product and the client service. For example if a person buys a laptop that he is not able to turn on then the image of the manufacturer wouldn’t be tarnished in his mind, but what makes the difference is his experience with the client service.
The main factors for a smooth client experience in this example are:
• How fast was the response?
• How easily the problem was solved?
Your most unhappy customers are your greatest source of learning.
~ Bill Gates
Understanding the challenges that come along with being a service provider in the digital domain is one step forward to delivering an exceptional client service, and fully understanding the role of the client service department. Within such a dynamic age everything indicates and longs for delivering exceptional client service.
Being a client service representative one should:
Know that clients need your full and immediate attention
Any client who would call you for help or a request is usually requesting your full attention and care for the matter; and he is expecting you to listen and to actually actually for what he is saying.
The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.
~ John Russell
Be eager to help
Offer the client your assistance even if he didn’t ask for it, suggest and recommend whereas a lot of clients might not know what they actually need.
Respond in a timely manner
Your instant response to a client’s request is a key for client satisfaction.
Do what you say you’re going to do
Your client will expect you to respond immediately to his request, and to do what you told him you will do.
"Ask your customers to be part of the solution, and don't view them as part of the problem.”
~ Alan Weiss, Author "Million Dollar Consulting"
Be clear and transparent
Be clear and transparent with your client, even when you are informing him of mistakes that have been made by you personally or by your company, your client should hear it from you first.
Be clear when money is involved
When money is involved be very clear with your client but also provide your client with other solutions if possible.
Own your mistakes and learn from them
You are a human being, your client is a human too then mistakes will happen. The first thing you need to think about is how and how fast you can fix them, and at the end of the day you need to learn from them.
"Well done is better than well said.”
~ Benjamin Franklin
Send a thank you note
Thank your client for their collaboration with you by sending a thank you note, few good words can go a long way.
I have read a story on reddit earlier labeled: I have never in my life seen this level of customer service.
The story is about a client who received a thank you letter from a towing service shop named Jimyz, this letter contained the following:
“Thank you for giving us the chance to work on your car, I truly appreciated your business and I hope you were satisfied with the level of service we provided, please don’t hesitate to call us again.”