Posted by Meredith Estep on Wed, Oct 28, 2009 @ 03:17 PM
Why is it essential to make each and every client feel like they are the most important to the business? It is a given that the success of every organization depends on retaining clients, and those patrons' loyalty depends on whether or not they are pleased with services rendered. It is of the utmost importance to show them that they are a valued client, which should result in them coming back time after time and keeping your business successful. How might one do this? Below are some straightforward and simple ways to demonstrate that you care.
First, get personal. Getting to know your clients on a more personal level is a great way to retain their loyalty. It is about learning who they are and taking care of each of their needs at the same time. Make sure to give your personalized attention to every caller. This will provide them the assurance that you are devoted to helping them out in every way possible.
Second, care for your client. After you get to know your patrons a little better, use other special occasions as an opportunity to show them that you care. For example, send out birthday cards or other notes for special occasions like holidays or even anniversaries. This simple gesture will let them know that they are important to you and that you do care.
Third, request feedback. Ask for suggestions from your clients on ways to improve your processes to better serve them. By taking their advice you are showing them that you genuinely value their feedback. Be sure to inform the client whenever you implement their suggestions into your practices. This is sure to make them feel extremely valued by the entire company.
At my organization, we take pride in caring for our clients on a personal level. Getting to know and giving specialized attention to the individual and requesting feedback are all extraordinary ways to make patrons feel important. When our clients enjoy calling us for help, we enjoy helping them that much more.
- Angelica Riera
Posted by Meredith Estep on Wed, Oct 21, 2009 @ 01:50 PM
Often when I tell people that I work in customer service, I get the same reaction. People look at me with pity saying how hard that job must be, and how they could never do it. I always let them know that I absolutely love my job because I do not have to help people every day; I get to help people every day. There are so many things customer service reps get out of their jobs; it only takes having the right attitude about it.
One thing I get out of my job is a feeling of joy when I am able to solve a problem for a client. Even if they do not thank me, I know they are happy to have the issue resolved. One thing to keep in mind is that not every client is going to say "thank you", but they are usually very grateful for your services.
A great way to measure customer satisfaction is through surveys. My company provides a final section for the client to leave any feedback, positive or negative, in their own words. We encourage our reps to read these from time to time so we can grow and learn how to assist our clients better. Sometimes I will review these surveys and keep a copy of any positive feedback at my desk. Re-reading it helps to get me out of a slump if I am having a bad day because I know that client took time out of their day to let us know how happy they are with our services.
Working in customer service and getting to assist people every day also helps build relationships with those clients. This is beneficial on the company level as it will usually keep them coming back to you. This is also valuable to the customer service reps because it helps build rapport with repeat customers. I love hearing a rep across the room answering the phone and saying "it's my favorite customer!" to the caller. This helps the caller know they will be taken care of quickly and with care by the rep. It also makes the rep's job of solving the problem that much more enjoyable for them.
I have grown a lot by working in customer service. I have developed more patience and the ability to work with many types of personalities. I enjoy the fact that I am able to help our clients every day. My hope is even if our client has a problem that requires the need to call our Help Desk that we can make it the highlight of their day. Excellent customer service can be mutually beneficial for the caller and the rep; all it takes is the right attitude!
- Amanda Browning