The relationship between client and company is always a two-way street, with both parties offering something of value to the table. For the company, one of those things is quality customer service, which is essentially the proverbial helping hand that a company lends to its client.
But more than just the act of providing assistance to a customer’s needs, customer service can become an integral part of a company’s identity–a star on the sleeve of the company’s reputation. This reputation, in turn, could result in landing better clients.
1. Clients want more than the “off-the-shelf” product.
It’s easy to commodify services in shiny boxes or long working hours, with the transaction ending after the client has doled out the cash. But customers like it far better when the company goes the extra mile. And how does one go the extra mile? It’s by asking if the services rendered have actually met the expectations. It’s by asking if the product bought fit the needs of the client–and in the case that it doesn’t, asking what could be done to improve the said service.
2. Good service gets people talking.
In the same way that people rave about movies or songs that they enjoy, people will remember when a company genuinely helps them achieve a need. When another individual in their professional network asks where to get, for example, quality web designers or online writers for a project, they will not hesitate to rave about how your company was there to achieve their goal.
3. Clients want a service provider that listens
Though important, it is never enough that you simply provide the best technical skills or the most affordable rates. The industry is filled with talented service providers already, so one thing that’s going to set you apart is your ability to really listen to what the customer really wants. The ability to absorb what they want done and, in turn, to communicate well what it is you can do for them translates to an efficient working environment. With good communication, you will be able to channel technical skills into a project in a zippy manner–once again, improving reputation.
4. At the same time, asking the right questions is part of providing quality customer service.
It is not enough that you only listen. You are the expert in your field, and part of customer service, is making it clear what it is you can do. What are these “right questions”? Ask them what they feel are hurdles to a project. See to it that they give you answer when you ask what’s going right or wrong? Be sure that their goals are clear to you, and that you know what it is you’re doing that may be helping or hindering them.
Being aware of what you need to do, and how well you are able to honestly communicate your capabilities to the client lessens client-company frustration, and increases the chances that you get projects that you can excel at.
5. Having the capability to define limits and achievable goals ensures that expectations are aligned.
Before starting on any project, be clear on what you are and are NOT capable of. Customer service isn’t about promising on deals you know you won’t be able to deliver. Customer service is being honest as to what you can do well for the client that’s going to help them with their goals. This way, clients know exactly what they’re paying for, and their expectations are tempered properly. Once you set the proper expectations with regards to limits–the working hours, general availability, end-product quality, and deadlines–you increase your chances of doing well on the project, and pleasing the client.
A happy client equates to more word-of-mouth, thus helping you build up to even bigger projects, and nurturing a healthy client pool.
And all you did was what every company is expected to do: to listen to a customer, and see to it that he gets what he needs.
Nowadays, the traditional landline phone customer service that businesses have may not serve your customers well—considering that we’re living in the technology era. Having customer support in other types of network such as through online and mobile are some of the customer assistance services we have, which can take your entire customer service to a whole new level. Learn more!