Client support could easily be distinguished as the most important part of maintaining a respectful and affluent business. I believe it is even more so with credit repair clientele as we have the rare "privilege" of being in an industry where even if we do an above average job the client may still express a feeling of dissatisfaction.
While we can't blame ourselves in all cases as we do deal with high risk clientele, we still can't ignore the ability to subdue these occurrences by providing methodical affability which translates to outstanding client support. This does not mean to coddle the client and cater to their every whim, but to make sure that at the end of the call you did everything you could, within the parameters of your job description.
Begin by requesting the clients first and last name and politely put them on hold while you peruse their client status sheet. What does their Account Status state? Have they logged in recently? Are they overdue for results? Up to date on their billing? Are there any notes with "red-flag" keywords? Look at their results tracker and see if they have had any recent deletions or if they have been stagnant for a round or two.
Browsing through all this information shouldn't take more than ten seconds and then you should be able to generally size up how the call will go. The next step is just as important as the first ... LISTEN!!!! We are all busy, we all have quotas to meet, stories to tell, and money to make ... but it's all for nothing if we aren't listening to our clients.
Having the ability to comprehend a clients request and to achieve the desired end results within a reasonable amount of time is crucial to a proper client support call.
Do not answer questions if you are not sure what the answer is and DO NOT take them of a tour of your imagination. Be polite, efficient, and expedient so you can document the call (a detailed summary of the conversation and proper links and information requested) and move on to your next sales call.
If they are combative or will not allow you to answer their questions state in a nice tone that as you feel the discussion has no conclusion in sight you will need to terminate the call until the conversation can be resumed in an amicable manner. Use this as a last resort and only if you truly believe there is no handling the matter without additional aggravation or abuse from the client.
In conclusion, just make sure you are handling yourself as a professional. Don't get upset at a client, or type your sales notes or responses in all CAPS (unbelievably childish), and make sure that at the end of the call that you gave it everything to resolve the matter.
I hope this helps and I wish you all the very best.
Brian C. Aber
Charter Board Member
National Association of Credit Services Organizations
866-976-2276
Vice President of Marketing
HTDI Financial
877-877-4834 x704
www.startatracker.com
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