Maintaining client service excellence in a changing world.

By 23 Feb 2021Jun 7th, 2021News

Maintaining client service excellence in a changing world.

The country is now slowly reopening for business, amid a staggering number of business and job losses. In my socially distanced interactions with clients, we have all noted and agreed that while online engagement is effective for many things, it does not build effective business relationships.

As our business is built on maintaining strong client relationships, it scares me to imagine that as long as Covid- 19 is not contained, we could be stuck in this ‘new normal’. This means that we could still be unable to deliver value propositions in person or read client buying signals when addressing a need.

To be a successful customer service manager, one must master customer relations, problem-solving, and have a strong knowledge of the company and its services and products. Gathering, synthesising, assessing and distributing data, are also some of the essential skills that a customer service manager must possess.

Having been in the market for many years, I am happy to share some of the lessons we have learnt over the past year of the pandemic:

Communication is key
Since the first lockdown, many of us have had to replace face to face interpersonal communications with more and more digital communication. However, there are downsides to having too many fast-paced communication tools thus, it is important to be considerate, schedule communications appropriately, and respond promptly to customers.

The omnichannel and proactive approach drives customer service
Finding ways to utilise an omnichannel approach has ensured we are more connected with our customers and offer the support they need. Focus on creating meaningful relationships with your customers to build loyalty and retention.

Learn to grow
Covid-19 has opened our eyes to so many things. We keep seeing how important it is to continue to develop soft skills and enhance various skillsets. There is a lot of value in learning how to manage your teams better, how to communicate the right way with the right people, and how to enhance emotional intelligence. As a leader in your organisation, it is also your responsibility to coach your teams on soft skills.

It’s safe to say that the pandemic has taught us many lessons. We all need to learn new ways to listen to our customers and expand the parameters of what we listen for.