Six (6) Dynamic Ways to Serve Your Clients
Six (6) Dynamic Ways to Serve Your Clients
Delivering an impeccable client service needs to be on your thoughts for growing your business and robust retention rates.
However what are the best ways to deliver dynamic service to clients? This is a question that needs robust ideas because every customer has his/her own (unique) style. Here are six (6) dynamic and innovative ideas.
1. Always Available Wins The Game
Clients like to know that people are available to them -- Always be available to respond to their wants and needs, whether they are asking about shipment dates or product features. Answer phone calls, e-mails and texts as quickly as possible, but certainly within 24 hours.
If a client is demanding for a product/service you need to act on it, whether it’s product specifications or a billing date, don’t let that stop the quickness of your response. Tell the client you need to take a thorough look at the spec sheet once you’re back in the office, or you want to touch base with the accounting department. Then, of course, follow up with the answer. Clients will appreciate knowing their needs are on your mind.
2. Listen To Their Needs, Not Your Quota
The best customer service comes from individuals listening to other people. All businesses have needs. Products and services are purchased because those needs are filled. If your company is offering goods and services that interface only with certain software, for example, it might be a genuine problem for companies that have already invested in a different software type.
Rather than suggesting that the client change something they have already put capital and training time in to, listen to why they use it. Could your product be reconfigured to fit what they already have? If so, you may come to be seen as a client service star.
3. Use A Business Phone Answering System
Technology is providing a platform for businesses to reach their customers without stress or hassle, Quick response to a customer often takes place via e-mail, text. There are instances where you can not comfortably take a call during the day, especially when you want to lay the groundwork for even better customer service, like listening attentively and taking notes where necessary. You could be in meetings, on a call or walking through a plant floor. Clients themselves may also be out of the office and not always reachable by phone.
Although a direct conversation will often yield insights and data that purely electronic communication can’t. It can be perceived as warmer and friendlier to communicate by phone than by e-mail as well. For the above reasons, telephone communication needs to be part of your business plan. A business phone answering system answers all your calls and makes sure you never miss one, professionally and accurately. It reassures your clients that they can reach you anytime and anywhere.
4. Train Your Workforce
Training of personnel is imperative in order to discharge their duties effectively and satisfy your esteemed customers.
They should be able to answer questions that don’t need your attention, for instance: what product/service you offer, product information etc.
Ensure you have touched base regarding business etiquette, too. Emphasize the need to be polite and not as casual as you’d be with friends. This is especially important if you have a young staff who might think social media rules apply in business. Not all of them do. Also, make sure your staff knows to be available to clients for their level of support. The 24-hour rule needs to be in effect for them as well.
5. Be Thoroughly Familiar With Your Product
Don’t expect a client to be impressed if they ask a routine question about your product or service, and you can’t answer it off the top of your head. Yes, there may be times when a question requires specialized knowledge, and you’ll need to check. But you should be familiar enough with your product because given accurate information about your product or service is what attracts customers to you.
Product familiarity is part of experience. But if you are just starting out or provide so many products that keeping up is a challenge, then take the time to familiarize yourself outside of work. Study the products like you’d study for an exam until you know them backward, forward and upside down. That way, you’ll be able to speak expertly about what you can provide.
6. Put A Feedback Plan In Place
A continuous feedback loop is ideal for driving better client service. Clients tell you how well you met their needs. If everything is fine, great! If there are areas in which you need to step up your game, you will know about them specifically. Then, you strive to improve in the areas where they’d like to see improvement -- and the feedback loop continues.
Reference
Sarah Landrum
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