Quality is a subjective term. People have different parameters to judge any service. But, if we dwell on the basics, many attributes remain constant across industries. Each customer may rank these quality standards differently, but these elements make a good quality client service when combined.
A few days back, I came across a thought leadership article by AccessEasyFunds’ Larry Weltman. Larry is committed to providing quality customer service to all of his clients and passionate about helping independent real estate agents succeed in the industry. You can get some great insights on Client servicing by reading more about him.
Speed: The speed at which you respond to your clients can make you stand out. Every client expects fast responses and quick actions. When you respond quickly, you show your clients that their time is respected. Your speed also reflects your dedication and knowledge about the subject matter.
Accuracy: Your accurate replies may not satisfy or impress your clients, but the inaccurate ones can annoy them. When you communicate with your clients, you must share accurate data and information; or you don’t share anything at all. Inaccurate data can put you in serious trouble. Accuracy comes with training and experience.
Clarity: Your client service skills are evaluated based on your communication skills. Therefore, simplicity and clarity of speech are essential while communicating with them. Avoid ambiguous statements and jargons. Use simple words, keep your sentences short and structure each information before putting them across to your clients.
Transparency: It is important to build trust with your clients. A client that trusts you empowers you. Therefore, be transparent in your manners. Show your clients what is happening behind the scene and keep them updated about each development.
Entrepreneurs like Larry Weltman and Elie Nour have successfully served many clients by building long-lasting trust with them.
Accessibility: How easy is it for your clients to contact you? How quickly do you respond to them? Your clients like you more if you are easily accessible to them. Clients report having better experiences when you save their time by reducing their efforts.
Friendliness: Many clients appreciate a little casual conversation and don’t like formal, technology-driven communication with the client service departments. The human touch, friendliness and tone can make a significant difference in the way your client perceives you. Your language can also make a huge difference. Many clients prefer interacting in their native language.
Efficiency: Your efficiency decides your productivity. The clients expect quick resolutions but not bad ones. Efficiency makes your service less costly and more profitable. Technology has made it easier to serve your clients quickly and with more accuracy. Therefore, it’s important to keep your client service department up-to-date and well equipped with the latest technologies and know-how.
When clients are happy with their interactions with your company representatives and support executives, they are more likely to spread the word–among friends, family, and other potential customers.
Therefore, maintaining good quality client service should be the priority in any organization.
