“Without strong management of client service, staff will be left to their own devices and interpretation of desired service levels.”
Excellent client service and memorable client experiences is directly related to effective management and strong leadership. Without strong management of client service, staff will be left to their own devices and interpretation of desired service levels. This is potentially a recipe for disaster – ultimately leaving the client unhappy and unsatisfied. How can directors, partners and managers better manage client service levels in the firm? Here are four steps to better manage client service in your firm:
Determine service quality
Clients expect more – always. Client service management starts with an understanding of what your client wants and expects. Therefore, you need to start with the end in mind. What are the desired results you want to achieve through client service, what performance levels do you want to see in your firm and how are you going to achieve this (service strategy)? Step one in client service management requires the following:
Create a service culture
By establishing a service culture, management creates an environment focused on client satisfaction, delivered consistently – time and time again. The concept of a service culture plays an important role in understanding how to deliver excellent service quality, as it captures what employees experience in terms of organisational practices regarding service delivery. It also influences employee motivation regarding service behaviour. If employees experience excellent service quality on the inside, they are more likely to be motivated to deliver excellent quality on the outside of the firm. Thus a strong service climate leads to service quality. How do you create a client centred culture?
Create employment engagement
Engaged employees have bought into the mission, vision, values and procedures of the firm. Engaged staff will take responsibility for the clients’ experiences and wellbeing. How do firms create employment engagement?
Create and measure client experiences
The better a firm performs the more clients expect from you. A firm that excels at client service is managing client expectations (using strategically designed client service blueprints), continuously learning about clients’ expectations and delivering more. It is an ongoing effort, not a one-time event. How do firms do this?
For more information contact Tobie vd Merwe at firstname.lastname@example.org
This article is a general information sheet and should not be used or relied on as professional advice. No liability can be accepted for any errors or omissions nor for any loss or damage arising from reliance upon any information herein.