{"id":15194,"date":"2013-05-20T00:00:00","date_gmt":"2013-05-19T22:00:00","guid":{"rendered":"https:\/\/www.soundpr.it\/post_news\/come-fornire-ai-clienti-un-servizio-a-cinque-stelle-i-10-tratti-deccellenza-delle-aziende-che-sanno-distinguersi\/"},"modified":"2019-09-24T13:03:04","modified_gmt":"2019-09-24T11:03:04","slug":"come-fornire-ai-clienti-un-servizio-a-cinque-stelle-i-10-tratti-deccellenza-delle-aziende-che-sanno-distinguersi","status":"publish","type":"post","link":"https:\/\/www.soundpr.it\/en\/ispirazioni\/come-fornire-ai-clienti-un-servizio-a-cinque-stelle-i-10-tratti-deccellenza-delle-aziende-che-sanno-distinguersi\/","title":{"rendered":"Client service: 10 ways five-star brands and companies excel"},"content":{"rendered":"<p>This article has been written by Ken Jacobs, Principal at <a href=\"http:\/\/jacobscomm.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Jacobs Communications Consulting, LLC<\/a>\u00a0and posted <a href=\"http:\/\/www.landispr.com\/blog\/\" target=\"_blank\" rel=\"noopener noreferrer\">on the blog of our PRGN Partner, Landis Communication<\/a>.<\/p>\n<p style=\"text-align: center;\">______________<\/p>\n<p>I gave a presentation at the recent <a href=\"http:\/\/www.prgn.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">PRGN<\/a> international meeting in Los Angeles called \u201cHow To Create A Five-Star Client Service Organization.\u201d In it, I examined companies known to provide superior customer service. It\u2019s my belief that agencies should study these companies and mimic their success for better client service.<\/p>\n<p>Here are 10 things agencies should be doing now:<strong><\/strong><\/p>\n<p><strong>1. Make it personal: <\/strong>Agencies must understand not just how to service accounts, but also individual clients. Find out their personal drives, needs and motivations. When you understand what motivates individuals, you\u2019ll do a better job of deepening relationships.<strong><\/strong><\/p>\n<p><strong>2. Observe, ask, listen, think and remember: <\/strong>We book conference calls, client meetings and team get-togethers. We should also put time in our calendars to think about what makes our clients tick.<strong><\/strong><\/p>\n<p><strong>3. Always go beyond: <\/strong>To surpass expectations, deliver the unexpected and take the extra step. \u201cWow\u201d your clients. If you want to <a href=\"http:\/\/blog.freshdesk.com\/the-legend-of-zappos-building-a-brand-with-gr\/#.UYq20soWTKd\">know how it\u2019s done<\/a>, study <a href=\"https:\/\/twitter.com\/Zappos_Service\">Zappos<\/a>.<strong><\/strong><\/p>\n<p><strong>4. Always know how you\u2019re delivering vs. client expectations: <\/strong>You can\u2019t meet, let alone beat, expectations if you don\u2019t know your client\u2019s perception of your performance.<strong><\/strong><\/p>\n<p><strong>5. Fix problems without fuss\u2026even if it\u2019s the client\u2019s fault: <\/strong>Fight the urge to remind the client that the problem could have been avoided if they had only followed your agency\u2019s recommendation!<strong><\/strong><\/p>\n<p><strong>6. Surprise and delight: <\/strong>Little things mean a lot!A bottle of the client\u2019s favorite wine, an invitation to see their favorite team, or a hand-written note thanking them for <em>their <\/em>role in a recent success can pay enormous dividends.<strong><\/strong><\/p>\n<p><strong>7. Show clients you care:The adage \u201cclients don\u2019t care what you know until they know you care\u201d is true <\/strong>! For example, you should know that the client\u2019s alma mater made it to the <a href=\"http:\/\/www.syracuse.com\/marchmadness\/index.ssf\/2013\/04\/final_four_2013_syracuse_basketball_final_four_history_video.html\">Final Four<\/a>. You <em>do know<\/em> your client\u2019s alma mater, don\u2019t you?<strong><\/strong><\/p>\n<p><strong>8. Show <em>and<\/em> tell clients that you value their business:<\/strong> Create your version of the flight attendant speech that begins, \u201cWhen it comes to airline travel we know you have a choice\u2026\u201d and say it to your clients\u00a0by phone, with\u00a0written notes and in person. By the way, <a href=\"http:\/\/www.peaceofmindorganizing.com\/blog\/southwest-airlines-a-great-model-for-customer-service\">Southwest Airlines<\/a> does a fabulous job of customer service.<strong><\/strong><\/p>\n<p><strong>9. Don\u2019t be satisfied with (merely) satisfied clients:<\/strong> Some 75 percent of PR clients who parted with their firm in the last year report they were \u201csatisfied\u201d with their agency\u2019s work. Maintaining \u201cmerely\u201d satisfied clients won\u2019t sustain or grow your business.<strong><\/strong><\/p>\n<p><strong>10. Be passionate<\/strong><strong>: <\/strong>I\u2019m amazed when I see articles about the skills necessary in PR that fail to mention client service. Today\u2019s communicators must be superb service providers. If a team member lacks passion for client service, consider whether that person should be part of your organization\u2019s future.<br \/>\n<\/p>","protected":false},"excerpt":{"rendered":"<p>This article has been written by Ken Jacobs, Principal at Jacobs Communications Consulting, LLC\u00a0and posted on the blog of our PRGN Partner, Landis Communication. ______________ I gave a presentation at the recent PRGN international meeting in Los Angeles called \u201cHow To Create A Five-Star Client Service Organization.\u201d In it, I examined companies known to provide [&#8230;]<\/p>\n<p><a class=\"btn btn-secondary understrap-read-more-link\" href=\"https:\/\/www.soundpr.it\/en\/ispirazioni\/come-fornire-ai-clienti-un-servizio-a-cinque-stelle-i-10-tratti-deccellenza-delle-aziende-che-sanno-distinguersi\/\">Read More&#8230;<\/a><\/p>\n","protected":false},"author":1,"featured_media":15195,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[214],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.5 - 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