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Customer Service Information |
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Over Deliver - The Key to Customer Satisfaction
Client satisfaction starts with meeting or beating the contractual obligations of the relationship. There are also some intangibles that can help you to over deliver to a client. Meetings In most organizations it's easy to deliver additional value around meetings, because statistically, most companies run meetings poorly. Capture important notes during your meetings and then deliver your neatly typed notes consistently with your client's format. Not only will it allow you to capture the main ideas and benefit of important discussions, but it will almost always be appreciated by your client's team members. Send this as soon after the meeting as possible. Proactively help to define the agendas and outcomes for each meeting. Help keep things on track and try to meaningfully contribute towards these goals. Become highly proficient at running successful meetings. If there are action items for other team members that are critical to your projects success, tactfully contact the team member and offer your help if it makes sense. Keeping the project on track internally helps you accomplish your goals as a consultant and you'll be viewed favorably as a team player. Reports Delivering quality reports during your client engagement will enhance your image as a consultant because they're so visible to the internal team members. In your earliest meeting possible get together with the client and define parameters for the report format and content. Every client has different needs so don't assume that your template doesn't need to change. Information important to one client is not interesting to another. Define up front what works and then deliver it. As with the rest of your communications, a picture is worth a thousand words. You or your staff should become proficient at producing flow charts, Gantt charts, performance charts and architectural diagrams. Drawings in your report that communicate an abundance of information make it easy to use. Perfect the art of the executive summary. For busy executives in the client organization, sometimes they'll only want a one page summary. Make sure it communicates the key issues of the report. If they want more information, they'll drill down. Accessibility Make it easy to contact you around the clock using email, phone, or mobile. The more you're as accessible as internal team members the more you will be regarded as one. Have backup plans when you know you're not going to be available. Proactively contact your clients letting them know if there will be a period of time they won't be able to get a hold of you and give them some alternative options. Profit Engineering Our company focuses on profit engineered technology, that is, how we maximize the ROI on the technology we deploy. We pay attention to the business process, the costs of the process and try to achieve the best solution possible that will impact the bottom line for our client. And we're also pretty good at communicating this to the client so they can appreciate our responsible efforts. About The Author Bryan Brandenburg has published 5 books as well as a number of articles both in print and on the internet. He has published almost 30 software programs both for consumers and business. More information can be found at www.vmmg.net.
MORE RESOURCES: AI Chatbots Are Ready to Talk to Customers. Sort of. The Wall Street Journal Pricing, AI, DPA, Customer Service Tools; Bill Emerson Interview; Training This Week; STRATMOR CD Workshop Mortgage News Daily Samsung Electronics Canada Customer Service Wins Bronze in ‘Best Use of Omni Channel' at International CX Awards 2024 Yahoo Finance Qme secures $3M funding to streamline customer service across Africa Techpoint Africa Building Competitive Advantage in Customer Care Through AI The Business of Fashion 311 Customer Service Center City and County of San Francisco FTC Finalizes Order with H&R Block Requiring Them to Pay $7 Million and Overhaul Advertising and Customer Service Practices for 2025 and 2026 Tax Seasons Federal Trade Commission News Samsung Electronics Canada Customer Service Wins Bronze in ‘Best Use of Omni Channel' at International CX Awards 2024 Business Wire Ikea expands integration with assembly services platform Chain Store Age JEA is inviting bids for 19-story downtown tower that used to be its headquarters The Florida Times-Union American Lamprecht Enhances Visibility for Air and Ocean Shipments Using Descartes Solution Supply Chain Dive Women in Fintech: A Conversation About Loyalty Ecosystems in Financial Services with Becky Hill Finovate Neterra Enhances Its Customer Service Monitoring System Total Telecom Gladly Named a Leader in Constellation ShortList™ for Digital Customer Service and Support PR Newswire QueueKiosk™: Saving Thousands of Active-Duty Man Hours & Improving Customer Service at the MPF Office Kiosk Marketplace Finally, hard data on a real-world AI business use case: It’s huge for customer service Sherwood News Liverpool reinvents customer service through digital platform ComputerWeekly.com CSPI & Nutrition Action Customer Service CSPI Newsroom Firm to expand customer service in Yorkshire with new service centre Golf Business News Textron Aviation to Open New Service Facility at Essendon Fields Airport, Expanding Capabilities in Australia Pittsburg Morning Sun Help Department of Taxation and Finance Six Game-Changing AI Customer Service and CX Strategies Hospitality Net Consumer Directed Personal Assistance Program (CDPAP) New York State Department of Health Cigna's customer-centric strategy could ripple across the sector Modern Healthcare Major AI Success Story: Giftify Achieves 40% Faster Customer Response Times with Enterprise AI StockTitan How banks can build consumer confidence with stellar customer service Insights by Samsung Contact Us About Your Bill myclearwater.com Customer Service Center apps.tampagov.net 311 - Birmingham’s Customer Service Center City of Birmingham (.gov) Palm Coast Utility Department Celebrated for Enhanced Customer Service City of Palm Coast 70% of customer service to rely on AI by 2028: Gartner Outsource Accelerator DESCO's meeting held to enhance customer service and power reliability The Business Standard Customer Service & Support Hillsborough County (.gov) My experience as a Customer Service and Sales Intern Toby Shapiro's Experience at A.D. Sutton and Sons Chapman University 3 Ways To Quickly Make $50 GOBankingRates Delta’s annual profit-sharing day spotlights ‘people first’ strategy The Atlanta Journal Constitution Welcome to Riverside Public Utilities City of Riverside (.gov) Celebrate Customer Service Week City of Riverside (.gov) Which companies have the best customer service? Amazon, Shein, Costco among top-rated brands USA TODAY Con Edison Proposes Investments to Meet Growing Demand for Clean Energy, Enhance Customer Support T&D World Contact Reverb Support Reverb Charter Names Robyn Tolva Senior Vice President, Customer Service Reliability | Charter Charter Communications America's Best Customer Service 2025 Newsweek 8 strategies for using AI for customer service in 2025 Sprout Social Attorney General Bonta Demands Better Customer Service for Californians California Department of Justice AI for Customer Service Market worth $47.82 Billion by 2030 - Exclusive Report by MarketsandMarkets™ PR Newswire Can artificial intelligence rescue customer service? The Economist Permits–customer services King County Lifeline Support for Affordable Communications Federal Communications Commission Department of Transportation Governor Tom Wolf President Biden Announces New Customer Service Actions, Targets Subscriptions and ‘Doom Loops’ CX Today 11 key elements of excellent customer service Business.com Launch of New Districtwide Customer Service Platform The School District of Philadelphia Shep Hyken, HPU Customer Service Expert, Mentors Students and Staff High Point University Summer EBT | Department of Human Services Governor Tom Wolf Video Quick Take: Intercom’s Brian Donahue on How AI Agents Can Be Your First Tier of Customer Service Support HBR.org Daily |
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