Happy Customer, Happy Me

Client service is not easy and anyone who tells you otherwise is either in denial or just bad at it. Providing excellent customer service is the art of understanding the client need and going the extra mile in delivering that need in the quickest possible timeframe and with as little inconvenience or disruption to the client as possible, and throughout that time, making the client feel as though they are the only and most important one. This, in my opinion, is what distinguishes those who provide excellent client service from those who do not.

Providing excellent customer service is also about finding every possible opportunity to reinforce the trust and loyalty of the customer beyond just the transactional level. The best and most successful relationships are those that have stood the test of time through thick and thin.

Having been in the client service industry for several years now, in different capacities, I have found that ensuring high customer satisfaction and happiness is essential to my own contentment both professionally and personally. The sense of joy and satisfaction from obtaining a positive outcome on a complicated matter and being able to make a positive difference in someone else’s life is truly indescribable.

Although it is not always possible to please everyone all of the time, I have found that the following have helped me in establishing positive relationships with my clients:

1. Honesty

Honesty creates trust, and customers sometimes do appreciate being told a fact as it is, even if it means being the bearer of bad news on occasion. Maintaining a positive client relationship based on mutual trust is vital to customer satisfaction and retention.

2. Attentiveness

Listening not only demonstrates that I care, but is also crucial in identifying and pre-empting potential issues. Information can easily be misinterpreted or missed completely if we are not attentive to and focused 100% on the client throughout the delivery of service.

3. Sense of Urgency

Adopting a sense of urgency when dealing with all clients and treating each one as if they are the most important client of mine has helped ensure consistency in the quality of service delivery and overall customer satisfaction.

4. Professionalism

Demonstrating professionalism extends beyond the transactional service being provided. First impressions are lasting impressions and therefore care must also be taken with our appearance and general disposition. Maintaining a well-groomed appearance, being appropriately attired and adopting a friendly and positive demeanour all exude an air of confidence and professionalism that customers appreciate.

As I had mentioned at the start, customer service is not easy, however, based on my personal experience, following the simple concepts above has certainly helped me build strong and lasting relationships with my clients. Customer service is more than simply providing the right answers; it is the journey that gets you there.