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7 Top Tips for Providing Great Customer Service to Your Clients
As every benefits broker knows, happy clients, lead to a better reputation and more business. And the best way to keep your existing clients happy is to provide great ongoing customer service. Without great customer services, you risk not only losing existing clients but struggling to acquire new ones in the future.
Here are our top seven tips for providing outstanding customer service to your clients:
1. Respond to client queries as soon as possible
According to Matt Starret, Vice President of Sales and Account Management at Ceridian LifeWorks, “When turning to [a broker], a top concern should always be how responsive they are.” This is essential because the longer anyone has to wait before being attended to, the more frustrated they will become and the greater the chance their issue or concern will escalate.
2. Keep clients updated
If there are any changes to your services offered, or if you encounter a great new employee benefits program that you think will add value to your offering, make sure to let your clients know. Keeping your clients updated with regular contact is also a great way to stay top of mind and build rapport with those who matter most.
3. Go the extra mile whenever possible
Building a reputation for being willing to always go the extra mile for your clients is a great way to set yourself apart from the competition. Always make your clients’ wellbeing your highest priority—this will directly improve your standing with them and strengthen your personal brand.
4. Be honest about (and fix) your mistakes
We all make mistakes, even in our professional lives. The true test, however, is how we learn from those mistakes and move forward. If it turns out that you have a certain client bad advice or suggested a benefits program that ended up being a poor fit, be honest with them and work together to find the best solution. Your clients will most likely appreciate your honesty and feel that you truly have their best interests in mind.
5. Listen to your clients
Sometimes the best customer service advice is the simplest: listen to what your clients have to say. It can be easy to get caught up in things and have tunnel vision or to assume that you know what’s best for them when all you really have to do is hear them out and address their needs as they see fit.
6. Know everything you need to know
Always stay informed regarding industry best practices and the latest tools at your disposal. This will help you tailor your services to provide the most value for your clients and strengthen your brand image as a broker that’s in touch with the latest trends.
7. Use data to inform your customer service
Instead of advising your clients based on your opinions and gut feeling alone, use data to see exactly what works. Backing up any decision with supporting data will improve the likelihood of its success. Your clients will also likely be far more enthusiastic to get on board with a suggested benefits program if they can see hard, honest data relating to its previous success and applicability.
Solving your client’s problems and being on hand to offer guidance is vital to gain their trust and respect. As such, it’s important that you always present the most viable benefits solution for their situation. This is where TrueConnect comes in: we’re a voluntary employee benefits service that offers a quick and easy way for your clients to help employees with their personal finances. Contact us today to learn more.