My first Magazine Points to consider before entering in the Customer | Page 2

neglecting your business, and that’s why, it has to be taken seriously. It is also one sure way of
assuring your organization’s cash register ringing.
If you are in a Client Relations profile, you have to take utmost care while dealing with your
customers. Good customer service should come naturally to you and should be a major part of
your daily schedule. Below are five guiding principles to abide by in a Client Servicing profile:
1. Effective Communication - both verbal and non-verbal: Communication is an essential
aspect of Client Servicing. If you have good communication skills, you will be able to express
your thoughts in a much better manner to your clients. This ensures that the information you
provide is conveyed effectively to them. Effective communication helps to bind your customer
with you for a long term as it is the foundation of any business. The interaction should be
personalized, and the clients should feel your willingness to help them. Client relations are
effectively maintained if communication is made in a positive manner. Negative communication
can make a bad impact on the client. So, communicate appropriately and clearly with your
clients.
2. Be a good Listener: Active listening is another important aspect of Client Relations.
Listening carefully helps avoid miscommunication as miscommunication can cause us to lose a
great deal of business. It helps us in resolving client queries effectively. Active listening makes
the client feel that you can relate to their needs. It helps you focus on the problem completely.
Show respect towards the client by avoiding any interruption during the conversation. Be
focused.
3. Understand the Customer Needs: Try to understand the needs of your customer and act
promptly. Think from the clients’ perspective and try to offer them solutions accordingly. This
ensures the clients’ trust in you. It makes your clients feel that you care for them and their
business. For this, you need to thoroughly understand your clients’ business, as you can offer
solutions as per their needs. You have to regularly interact with your clients to know the current
trends and to know any future developments at their end. Knowing about your clients can help
you anticipate what you can offer them. This gives you a better edge over your competition.
4. Know-how of the Service Catalog: Strong know-how of your organization’s service catalog
is another attribute of the Client Servicing profile. Knowing your services completely can help
you map the customer’s needs more effectively. Because of your strong know-how of the
services, you can eventually spread your footprints in the customer landscape. You can be
more confident while dealing with your clients as you can address any query immediately.
5. Patience - A crucial factor for customer servicing: Patience is the key to relieving all the
problems. Be patient with your clients, especially when they are angry or irritated with you due
to any reason. Empathize with them and give them extra attention to understand the problem.
Try to keep calm and cool, when dealing with a dissatisfied customer. Being patient helps to
avoid any impulsive decision and also plays a major role in winning the client. As it’s said,
patience is a virtue, so have lots and lots of patience.
Client servicing is all about how to know the pain areas of your clients, take feedback from
them, and provide them solutions promptly as per their needs. There many more attributes to
a Client Relations profile, apart from the ones mentioned above. Client servicing is not a one-
time job, but it needs continuous improvement. The more you improvise, the better you get at it.