Offering exceptional customer service is often an after-thought in the virtual assistant world. Having amazing administrative skills or extraordinary social media abilities is important as a virtual assistant. Remarkable customer care, or the lack thereof, can actually make or break your current and future relationships with your clients. Consider these three ways to ensure you’re offering customer service to your clients that will keep them loyal for years.
Communication
Impeccable communication is the hallmark of exceptional customer service. Your client wants someone who is willing to listen and respond appropriately to their needs. This can include:
- Sending regular updates on time.
- Being willing to communicate how the client wants to communicate (email, phone, text, etc).
- Offering positive solutions to negative feedback.
- Being clear and concise while communicating.
Expectations
Exceeding expectations is another way to make yourself an invaluable part of someone’s business. It will help cement you as an essential member of your client’s team. More than meet your client’s expectations by:
- Delivering work before the actual due date.
- Problem-solving and brainstorming in a helpful manner.
- Offering extra help outside of your regular job duties.
- Making yourself available during an especially busy season (when possible).
Respect
Respect is all about being considerate with your client’s time and business, as well as your own. It involves providing a level of customer service that does not jeopardize your business relationship, but rather enhances it. There are several ways to show respect for your client, as well as yourself, at the same time.
- Be honest. Whether you need more time to complete a specific project or you lack the skills to complete the work, being honest shows that you respect both their time and money as well as your own.
- Refer. If you’re unable or unqualified to handle a task, having a few references you can offer will be helpful for your client.
- Follow the contract. There may be times your client will need to be reminded of the parameters of your business contract. This can be done in a respectful yet firm way.