What is it crucial to serve your clients as best as you can? And why does it affect every company around the world, whether big or small, new or established? And why is it the determining factor of a company’s success or failure?
Breaking It Down
Client service is all about serving your clients in whatever way possible to produce a favourable ensure that they are happy with the service you provide. If a company truly wants to succeed, they need to make sure that their client service is at its peak performance.
What determines our level of client service performance of is dependent on our client feedback – the good the bad and the ugly! Every quarter, many companies receive receive feedback from their clients. This feedback can affect an office at departmental level as well as at the corporate level. There is a certain pride that comes from knowing that one is doing a great job repeatedly. However, when a few sticky situations arise every once in a blue moon, their affect can have great repercussions… no matter how amazing the client service results were in the previous quarter.
Great companies realize that any feedback will help to create a better definition of client service for a company – allowing them to grow from mistakes and giving them confidence from their successes.
Serving your clients’ need well has everything to do with how the client feels about the product or service and how you have given it to them. Never forget that clients are people. So when it comes to dealing with them, remember that you are dealing with human beings who are real people with real feelings. We have to be able to manage their feelings, ensuring that they are receiving a great experience at each touch point in our business. Ask how does my client feel when they:
- Call our help desk
- Try to pay an invoice
- Request something out of scope
- What else?
Or better yet, why not ask your client what their definition of client service is?