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While there are a number of client service programs on the market today, there are a few elements that form the basis for any type that is effective. One of the most important keys is providing the client with people who know the account well and are able to be of assistance whenever needed. This means looking beyond the data that is gathered during the sale cycle. Client servicing dictates that the vendor develop a working knowledge of the goals of the customer, the conditions that the client works within, and what expectations must be met in order to keep the client. Companies with a high customer retention rate know the value of client servicing. Essentially, this is the process of creating and maintaining a strong working rapport with each customer. Often referred to as customer care, it is about understanding the needs and desires of the customer and moving to meet those needs in a proactive manner.
Many companies make the mistake of securing a new customer, then never allow the sales contact to introduce other support personnel to the new client. Often referred to as a handoff, this allows the customer to be incrementally migrated from relying on the sales contract and begin to develop a relationship with customer care professionals. The idea is to help the new client understand that he or she has a support team that is in place for the long haul. Customer satisfaction and Client servicing is important because it provides marketers and business owners with a metric that they can use to manage and improve their businesses. In a survey of nearly 200 senior marketing managers, 71 percent responded that they found a customer satisfaction metric very useful in managing and monitoring their businesses.
Who is this course for?
- A professional working in Client related service industry
- Anyone who wants to learn about Client servicing
- Basic understanding of the business industry
- Knowledge of the English language
- A PC with internet
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