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Over Deliver - The Key to Customer Satisfaction


Client satisfaction starts with meeting or beating the contractual obligations of the relationship. There are also some intangibles that can help you to over deliver to a client.

Meetings

In most organizations it's easy to deliver additional value around meetings, because statistically, most companies run meetings poorly. Capture important notes during your meetings and then deliver your neatly typed notes consistently with your client's format. Not only will it allow you to capture the main ideas and benefit of important discussions, but it will almost always be appreciated by your client's team members. Send this as soon after the meeting as possible.

Proactively help to define the agendas and outcomes for each meeting. Help keep things on track and try to meaningfully contribute towards these goals. Become highly proficient at running successful meetings.

If there are action items for other team members that are critical to your projects success, tactfully contact the team member and offer your help if it makes sense. Keeping the project on track internally helps you accomplish your goals as a consultant and you'll be viewed favorably as a team player.

Reports

Delivering quality reports during your client engagement will enhance your image as a consultant because they're so visible to the internal team members. In your earliest meeting possible get together with the client and define parameters for the report format and content. Every client has different needs so don't assume that your template doesn't need to change. Information important to one client is not interesting to another. Define up front what works and then deliver it.

As with the rest of your communications, a picture is worth a thousand words. You or your staff should become proficient at producing flow charts, Gantt charts, performance charts and architectural diagrams. Drawings in your report that communicate an abundance of information make it easy to use.

Perfect the art of the executive summary. For busy executives in the client organization, sometimes they'll only want a one page summary. Make sure it communicates the key issues of the report. If they want more information, they'll drill down.

Accessibility

Make it easy to contact you around the clock using email, phone, or mobile. The more you're as accessible as internal team members the more you will be regarded as one. Have backup plans when you know you're not going to be available. Proactively contact your clients letting them know if there will be a period of time they won't be able to get a hold of you and give them some alternative options.

Profit Engineering

Our company focuses on profit engineered technology, that is, how we maximize the ROI on the technology we deploy. We pay attention to the business process, the costs of the process and try to achieve the best solution possible that will impact the bottom line for our client. And we're also pretty good at communicating this to the client so they can appreciate our responsible efforts.

About The Author

Bryan Brandenburg has published 5 books as well as a number of articles both in print and on the internet. He has published almost 30 software programs both for consumers and business. More information can be found at www.vmmg.net.

b.brandenburg@vmmg.net


MORE RESOURCES:

Customer Service - Google News

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Onward helps businesses automate their customer service - TechCrunch


TechCrunch

Onward helps businesses automate their customer service
TechCrunch
How much can customer service be automated? Onward has some straightforward targets — 40 percent of tickets and 40 percent of messages should be automated, and average response times should be 40 seconds on average. Founders Rémi Cossart and Pramod ...

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Using Chatbots As A Customer Service Virtual Agent - Forbes


Forbes

Using Chatbots As A Customer Service Virtual Agent
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Using a chatbot can shave a lot of hours off of your workweek, but knowing which tasks to turn over can be challenging. When it comes to deciding what tasks can be turned over to a virtual assistant, it helps to take the same approach that you would ...

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Amazon customer service scam targets your financial data - 10TV


10TV

Amazon customer service scam targets your financial data
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If you've got a problem with an Amazon.com (AMZN) order and need to reach customer support, you're just the kind of person criminals are eager to speak to. A recent scam targets customers who want to get an Amazon customer service representative on the ...

Customer Service Depends On Leadership, All The Way To The CEO And C-Suite - Forbes


Forbes

Customer Service Depends On Leadership, All The Way To The CEO And C-Suite
Forbes
Customer Service is a leadership issue. It requires involvement from company leaders and managers, including the support (both philosophically and in the allocation of resources) of the C-Suite: the CEO, the COO, the CFO, the CTO, and certainly the CMO ...

INDOT launches new customer service model - Batesville Herald Tribune


INDOT launches new customer service model
Batesville Herald Tribune
INDOT's approach to customer service is being re-engineered from the ground up with a laser-like focus on consistency and accountability. Customer service center operations are supported by a comprehensive service catalog that serves as the foundation ...

Southwire closing customer service facility in Pleasant Prairie ... - Milwaukee Business Journal


Milwaukee Business Journal

Southwire closing customer service facility in Pleasant Prairie ...
Milwaukee Business Journal
A Georgia-based company is going against the trend in Kenosha County, closing up shop in one of the most in-demand areas in the region. Southwire Co. LLC, one of the country's largest wire and cable producers, will gradually close its customer service ...

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Amazon customer service scam targets your financial data - CBS ... - CBS News


CBS News

Amazon customer service scam targets your financial data - CBS ...
CBS News
Last Updated Feb 20, 2018 1:16 PM EST. If you've got a problem with an Amazon.com (AMZN) order and need to reach customer support, you're just the kind of person criminals are eager to speak to. A recent scam targets customers who want to get an Amazon ...
Amazon customer service scam targets your financial data - News ... WDEF News 12

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Artificial intelligence can read! And now customer service reps must go - Washington Times


Washington Times

Artificial intelligence can read! And now customer service reps must go
Washington Times
“[I]t is reasonable to assume that over the coming decade, a significant proportion of human customer service representations — not all, but probably the majority who answer more routine questions — will be replaced by digital assistants,” Manning ...

The Parts of Customer Service That Should Never Be Automated - Harvard Business Review


Harvard Business Review

The Parts of Customer Service That Should Never Be Automated
Harvard Business Review
In Pixar's WALL-E, oversized humans recline on levitating barcaloungers and are dressed, primped, polished, and served, entirely by robots. Fiction? Maybe not, at least according to a wave of media coverage pointing to a dizzying array of service ...

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