Empowering Self-Employed: Mastering Fundamentals of Customer Support
In the world of freelancing and entrepreneurship, customer service can often be an overlooked aspect when starting a business. However, it is a crucial component that can lead to repeat business, customer loyalty, and long-term relationships with clients.
Firstly, it's essential to keep your promises and deliver on time. This demonstrates professionalism and builds trust with your clients.
When dealing with clients, a smile, even over the phone, can help set the right attitude. Remember, customer service is about common sense and treating clients professionally and personably.
If you encounter feedback that is reasonable but outside the scope of your work, it may be chargeable. However, it's important to communicate with clients if there are issues or delays, not waiting until deadline day.
In some instances, freelancers have withdrawn from a project due to ethical issues and have been re-engaged later. While withdrawing is generally considered bad form, it's important to stand by your principles.
If a client's feedback is unreasonable or ineffective, give yourself time to cool down before addressing it. Don't focus on blame, always focus on how to move forward.
When disagreeing with a client's feedback, it's important to be calm, factual, and have data to support your argument. If something falls outside your expertise, tell the client and offer to get back to them.
Good customer service can lead to repeat business. Sam Walton, the founder of Walmart, believed in legendary customer service. Companies like the Rahenbrock Group, a family-owned automobile dealership in Osnabrück, have achieved business success through legendary customer service by offering benefits such as loyalty point systems, free replacement cars, and special rewards for referrals.
If you've made a mistake, apologize. Always listen to negative feedback without interruption or defensiveness. To handle customer feedback, listen carefully, ensure understanding, and act accordingly.
When a client wants something you disagree with, providing references showing that people don't like it is a better approach. If a client won't listen to your expertise, you can either accept their feedback and document your objections, or withdraw from the project, which may result in losing the client.
Lastly, always keep your cool when dealing with customers. The customer is not always right, but it's important to enable customers to change their minds without making them feel wrong. Thank your clients at the end of a project for the opportunity to work with them.
For more customer service tips, articles such as "20 Expert Customer Service Tips to Try Right Now" and "21 Tips for Better Customer Service" can provide valuable insights. A project management tool can also help keep customer service issues to a minimum.
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