OBJECTIVE: This article provides information about providing good service to client and coworkers at Help at Home.
Client service is the service you provide to meet the client’s needs). Because everyone is an individual with different needs, Client Service involves having a fresh approach to each of your clients and your coworkers! Try to seek new ways of providing better services all the time. Think if you were in client’s shoes, how would you want someone to support you in that situation or trial.
Download the attached presentation to review with your teams.
Video Resource: 6 Tips for Improving Your Customer Service Skills
Service for Clients vs Coworkers
|Good Service: Clients
|Good Service: Coworkers
|Use the client’s name whenever possible, “Thank you for calling us, Mr. Smith.”
|To add a personal touch in your day-to-day office interactions, call your coworkers by name.
|To help the client feel like they have some control over the situation, offer your clients as many choices as possible. “Mr. Smith, what time in the day works best for your schedule, morning, noon, or evening?” or “When is the best time to call you back, Mr. Smith?”
|Not everyone will be on the same page as you,
remember to be respectful even if you don’t agree.
|Don’t be afraid to ask, “Is there anything else I can help you with today?”
|Show your coworkers you are a team player by
chipping into help. You never know when you’ll
need help yourself!
|Give the client your full attention. Don’t try to multi-task. Try to make each of your clients feel like they are your favorite client. “Hi Mr. Smith, it’s wonderful to hear from you today.
What I heard you say is ______, is that correct?”
|Be on time to meetings, complete your work as
promised, reply promptly to emails, and
communicate in a professional tone.
|Think of the client as always being right if it doesn’t involve a health or safety issue. “Mr. Smith, I am so sorry that you had that experience, how can I make things right for you?”
|Having a positive attitude helps the office moral and eases the burdens that the day brings. Aren’t you much more likely to smile when you see someone else smiling?
|Avoid making negative comments about your
coworkers to the clients or other coworkers. Instead, appreciate and acknowledge them!
More Service Tips
- All interactions count, not just the first one. Always try to end each session on a positive note!
It’s just as important to make a positive lasting impression as a positive first impression.
- Sometimes it’s hard for coworkers to ask for help. They may not be good at asking for help or are too swamped to stop and ask. Look for non-verbal signs: stressed out, struggling, appear tense etc. and ask is it possible for you are to lend a hand and help them out.
- Never say to a client or coworker, “I’m only a ______.” Remember to give yourself the same respect that you want from everyone else!
Source: Client Experience Team