Friday, 23 April 2010

Customer Service Golden Rules

More & more I am winning clients because other web designers have 'let them down'. I have heard stories of clients being stood up, advised that the agreed mock up was impossible to build & web designers going AWOL... 


Coming from the client side I know what my expectations were of agencies & their account management practices... quite simply their attitude towards customer service could make or break a competitive pitch.

SO I thought I would voice my Customer Service Golden Rules:

  1. Do what you say you will do... it is that simple
  2. Listen to the client – it doesn’t hurt to clarify objectives to make sure you are on the same page.
  3. Be honest... don’t try and create sub standard work that is outside of your remit just for a quick & dirty buck!
  4. COMMUNICATE. By this I mean, ask questions, give progress updates... an unexpected courtesy call goes a long way.
  5. Dont use jargon!
I found this quote:
“To my customer: I may not have the answer, but I'll find it. I may not have the time, but I'll make it. I may not be the biggest, but I'll be the most committed to your success.”
So, rant over. I feel better now!

Does anyone have any customer service gems that they can share?

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