Client Relations - Tips of the Trade

Hey all,

Hope the week is going well and that for those of you living in the North American east, you're enjoying the surprisingly warm weather. I actually got out for a jog the other day...!

It's been very busy at the Information Marketing Institute lately. Lots of clients are sending e-mails and calling the office for tips on their information marketing business. During my lunch I had the opportunity to watch some of our customer service representatives deal with clients over the phone. Talk about professional! These people really know their jobs and how to deal with questions, queries, or problems the minute they arrive.

I took some mental notes of the whole situation and thought I'd share them with you in this post. Like our in-house staff, you are seldom going to actually deal with your clients face-to-face so it's good to be ready once the phone starts ringing.

-- Always introduce yourself and your business. A good example I picked up from one of our reps was: "Thanks for calling the Information Marketing Institute. This is [your name]. How can I help you today?" It's simple and direct. And it works!

--Listen, listen, listen. No matter how long the call might be, be sure to listen to everything the client is asking for. You will be able to deal with the problem faster.

--Keep a paper pad and pen handy. There may be a concern or two or three or four. That's a lot to remember so jot down everything you need to so you don't forget.

--Don't be afraid to get help. One benefit of Information Marketing Institute is that we have Palma, our customer service supervisor who has years of experience under her arm, right in house. If one of the reps needs help, they flag her for assistance. Do the same. If you don't have the answers right at hand, take down the client's contact information and follow up with them once you have the answer. Be prompt with your response as it strengthens the client-business relationship.

--Keep it professional. It's great to be nice, but don't indulge in too much small talk or off-topic banter. You are there to provide them a service. It's up to you to be as professional as possible and to maintain the quality of your business. Again, the client will appreciate it.

I used to work in stores and shops when I was in school. Watching our in-house client service reps brought back memories of how to deal with the public and keep your business operating smoothly. It was a good lesson to have learned and one I can share with you.

Good luck!

James Burt, Information Marketing Institute

Come check us out at: http://www.info-marketing-institute.com/