Previous blog articles highlighted the importance of consistently professional and clear on-boarding and training strategies, which are two important aspects of a good working partnership between client and specialist. However, the process does not end with training: an essential factor in ensuring client satisfaction and loyalty is outstanding client service.

The list of recommendations for client service best practice is never-ending and all professionals in the sector have their own personal touch. The common conclusion, however, is that providing a flawless client service is key, especially since satisfied clients are more likely to use a company’s services again or to recommend them to others.

An efficient on-boarding process and software training strategy generally covers an awful lot of information and clients will appreciate having the option to get in touch if they need something to be clarified. More importantly, they value knowing who to contact for different types of questions so that queries are directed to the right person and dealt with as quickly and efficiently as possible. Client service professionals deal with a large number of clients and queries on a daily basis and the efficient teams are the ones who succeed in treating every client as their top priority. This can be achieved through small actions and every client service professional develops their own strategies over time. Many successful approaches involve acknowledging contact within a realistic time frame,  keeping the client informed of progress and being clear when a matter has been resolved. If negative feedback is received, it needs to be addressed in a professional manner and worked to a mutually agreeable resolution or improvement. Positive feedback is also always worth highlighting and it’s important to show clients how much their opinion is valued and appreciated.

We live in a feedback society and as people become increasingly used to spreading the word about their experiences via the internet and with people around them, client service is now more than just about client care. It has taken its place within a much bigger picture and actively contributes to building a company’s brand and reputation.

Do you have any other best practice tips regarding client service?

Do you have any good or bad experiences you could share with us?

If you do, we would love your insights and feedback on the subject!


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