Hello Readers,
It's the first week of April, 2015. And we have an important
blog article for today's post. It's called client-service mentality. So what is
client-service mentality or CSM? It’s a combination of certain qualities that a
customer service representative exhibits towards external and internal clients
of an organization. With a right CSM an
organization can achieve results such as long term customer loyalty, low
customer cost acquisition, increase in the number of referrals, better product visibility.
Well known organizations such as IBM, Cisco, Qualcomm, Telstra, Mini Cooper
etc. focus on client-service mentality as a part of their training programs for
sales representatives.
The ultimate goal is to increase the organizations bottom
line figures in a balance sheet.
Loyalty and Support: Customer loyalty is a subject of
paramount important. Companies cannot afford to lose their customer base to
competitors especially when competitors are bringing out tempting offers in the
form of discounts and switch over benefits. Every customer has a customer lifetime
value (CLV) which means the amount of revenues a customer would bring in the form
of business to a company. For example if the cost of acquiring a customer is
$100 and the revenues are $125 then the customer acquisition is termed as
profitable. Here is an infographic explaining how a customer lifetime value is calculated.
Three Tips On How To Create A Powerful And Long lasting Customer-Service Mentality?
1. Sales representatives training: Sales reps. especially
medical sales reps. can undertake online training courses or attend training
workshops by expert sales coaches. These workshops can last from 1 to 4 day. Sales
reps. Are taught the techniques of selling,
2. Problem solving techniques:
Each service company has a set of problems faced by its customers which could
happen in a repeating pattern. For example if we talk about transcription
companies then customers could regularly face the problem of receiving average
quality transcripts. The question is from a customer-service mentality
perspective how does one go about solving customers grievances? The answer is
plain and simple: Solve customer's problems at any cost. Remember the adage:
"Customer is King" So if
transcriptionists are producing average quality transcripts then improving
typing skills and auditioning skills is the next step for an online transcriber
before taking on any further transcription projects.
The same principle of problem solving techniques can be
applied to other industries as well including call centers and BPOs.
3. The mantra of being a proactive player: This can be best
explained with the help of an example. At Etranscriber.net we can transcribe several hours of digital mp3 interviews for our clients. Before undertaking any large
order we clear the terms and conditions of our services. For instance what will be estimated estimated transcription service rates, the expected accuracy of the
transcripts corresponding to the audio quality of the interviews and the
turnaround time. We even provide a sample transcript on our website.
How does Etranscriber.net Online Transcriber service
produces a unique customer-service mentality?
Well here at
Etranscriber.net we focus on our clients from day one, i.e. from receiving the
clients order to processing it, till delivering the final finished product and
then after-sales customer service. We believe that our after-sales service is
'As' important as a pre-sales service. What we have seen time and again is that
startup companies lure in customers by during the honeymoon period which is the times
before a customer has tested the products and is deciding whether to hire the
service and partner with it. Here at Etranscriber.net we do things a little bit
differently. We focus on not only the pre-sales aspect of selling but also the
post-sales aspect of it. Our customers are always welcome to contact us with
any revision requests for transcripts that we submit to them at any time, even
when the payment has been fully completed. We are also helping startups to deliver better website content for their customers.
That's what we believe makes us the
best and most accurate transcription company online.
Summary:
Customer service is the key to sustaining businesses. Whether
it online retailing business or a transcription business like ours, the
customer everywhere has the same expectations of an excellent service. Training
the sales reps. and the first point of contact for the best service-mentality should
be number one priority for all companies and businesses alike.
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