Something we value highly here at The Network Support Company is delivering excellent customer service. From our business development managers to our technicians to our account managers, we aim to delight and surprise our clients with our attentiveness and level of engagement. The quarterly customer service surveys we deploy – in which we score 4+ out of 5 across the board – show that we’re hitting the mark.
Excelling in customer service, however, isn’t something that happens by accident. There are skills and behaviors that everyone in the service field can cultivate and polish, so that satisfying customers becomes almost second-nature.
Here are five ways to delight clients:
- Listen. When an issue is first presented, take the time to listen, ask questions and take exceptionally detailed notes. This fundamental approach, which should happen at the very beginning of any issue or problem, helps facilitate efficient resolution and minimize a “knowledge gap” that could arise when multiple people are involved.
- Be proactive, follow up and, most importantly, take ownership. Let the customer know that you are spearheading their issue or project and pushing things along – even when action lies with another department or even another company. Too many firms let an issue fall off the radar once it leaves their immediate sphere of influence.