Virtual support team reflects on what excellent client service is in the legal industry and why it’s so important
Hilary Harris, a client service manager shares how keeping our clients happy and dancing with joy is our priority #1. Here are the top five ways to ensure this happens:
- Be determined not only to be a success, but also to add value. One of our support specialists recently started an incredibly complex process map in Microsoft Word, which she realized would take time and would be over intricate. Contacting the client, she suggested that the process map be completed by a colleague who is an expert in Visio. The client had not heard of Visio and agreed. They were delighted with the efficiency and the end result.
- Satisfied clients are any company’s best marketing tool. As our quality services get talked about, it creates advertising by ‘word of mouth’. We know that our clients are happy when they recommend us not only to other members within their organization but also to outside contacts. We do understand that their recommendation of use comes with their promise that we are experts at what we do. We don’t let our clients down on their recommendation and strive for excellence each time.
- Good quality is remembered long after the price is forgotten. We work hard to meet all deadlines set by our clients. For example, we recently received over 100 audio hours of recordings that required typing and proofreading. This is a huge task and we met the deadline and the quality was excellent two important factors to our client and their end client.
- It’s our responsibility to make sure our clients don’t have the chance to forget us. Our clients are the best in their field and working with them gives us the opportunity to support large, international firms. We are an extension of their team and we want to give them the care and support they need by aiming to exceed agreed SLAs (service level agreements).
- Clients are an investment, maximize your return. Incorporating all of the above, we do everything possible to ensure our clients are satisfied and delighted by our services. This leads to client retention and loyalty.
Here are just four messages from happy ‘dancing’ clients:
- “Brilliant job, used initiative”
- “Great job and turn around very quick”
- “Many thanks for your excellent support, it looks perfect”
- “We rely on you greatly”
Like any professional organization looking for continuous improvement, feedback is important. We actively want to know what we are doing well and what needs to improve. Feedback motivates us to strive for perfection.
Finally, with five ways to have happy clients plus four messages from happy clients we get our nine happy clients.
