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Transcript of Client Service
Client Service is an empowering mindset. As a client service representative (which we all are) You are responsible for ensuring success in the following three areas:
The success of the firm
The success of the client
Your own personal success
Client Service is executed in 2 main ways
What You Say
What You Do
“See your clients as invited guests to a party, and yourself as the host. It’s your job every day to make every important aspect of the client experience a little bit better."
~Jeff Bezos, CEO Amazon.com
What would make this product better?
What would make my client more pleased?
Goal: Please the client and improve the product
Mindset: interactions are opportunities to earn respect and trust
Your clients will have less work to do moving forward
Clients will be able to see new processes and levels of success that might not have been found otherwise
Builds trust with internal clients
External clients will be more likely to stay
Push your limits and practice new skills and abilities
Gives you the chance to show off your talents to folks who might not otherwise see them.
Maintain High Standards
“Quality in a service or product is not what you put into it. It is what the client or customer gets out of it."
~Peter Drucker, Author: Innovation and Entrpreneurship
Have a colleague proofread
Solicit feedback from your clients
Check your work for mistakes
Goal: avoid making mistakes
Mindset: your work represents you
Builds trust by never letting the client down
Client doesn't need to micromanage your work
Greater reliability creates a "factory production" mindset
Mistakes can be costly to correct, avoidance is a better investment
People will only have good work to base opinions on
When you do make mistakes, they will be seen as the exception
“Customers don't expect you to be perfect. They do expect you to fix things when they go wrong"
~Donald Porter, V.P. British Airways
Review your work
Be attentive to deadlines
Prioritize jobs delegated to you
Goal: Treat tasks for others as though they are yours
Mindset: Your own success depends on our client's success
Clients will see you as collaborator rather than worker
Relationship will continually improve as more work is done
Ensures punctuality and success on all levels of work
Combines a great outcome with great client service
Builds your reputation as a reliable colleague
People will check in on you less often to check on your progress
“Everyone who has ever taken a shower has had an idea. It's the person who gets out of the shower, dries off and does something about it who makes a difference."
~Nolan Bushnell, Founder of Atari
Step up to the plate
Use your talents creatively
Find better ways to do things
Goal: Find room for improvement and act on it
Mindset: You can be a leader by improving your work
Work is done more efficiently allowing more work to get done at competetive costs
Relationships can adapt as the work adapts
Innovation on all levels maximizes resources
We become more adaptable to changes and challenges
Shows off your creativity and problem-solving skills
Initiative and innovation are seen as leadership qualities
“Teamwork is the fuel that allows common people to attain uncommon results."
~Andrew Carnegie, business mogul
Start by getting to know your coworkers
Seek out others with different skills
Be prepared to collaborate on others' tasks
Goal: Know your colleagues' strengths and use them
Mindset: Two heads are better than one!
Higher quality product coming from having more people working on it
Increases the diversity of skills and talents that can be called on
Allows everyone to be involved
Allows people to work on those projects they are best suited to
Your work actually gets easier when you are working with others
Showcases your specific strengths and allows you to develop a specialty
“Is the client always right? No. But the client is the reason we are all here."
~Bob Farrell, Author: Give 'em the Pickle
Anticipate and adapt to changes
Plan your worktime with a little leeway
Remember: other people have needs, too
Goal: Get things accomplished, no matter what
Mindset: Focus on how you CAN do things, not why you CAN'T
Makes sure that the work actually gets accomplished every time
Gives the clients the freedom to shift course and deal with external pressures
Greater variety in the work that can be taken on
Necessary for growth and for sustainability
Antcipating change will help you deal with things that come up
Adds variety to the type of work you perform
“Service, in short, is not what you do, but who you are. It is a way of living that you need to bring to everything you do if you are to bring it to your customer interactions."
~Betsy Sanders, Author: Fabled Service
Never let your negative feelings show
Always consider how your client feels
Focus on politeness in client interactions
Goal: Clients must ALWAYS have positive interactions
Mindset: Clients are people, not just "sources"
Clients will simply enjoy working with us more
Greater satisfaction with the relationship will lead to improved satisfaction within
Clients will stay around longer
Clients who are respected will want to help the firm and will provide referrals
Clients will seek to provide more and different opportunities for you
Having better relationships will lead to increased satisfaction
Internal AND External