What Is Client Servicing? (With Definition and Tips)
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Client servicing involves understanding the needs and desires of the client and proactively meeting those needs. Excellent client servicing is essential to maintaining strong client relations. Understanding how to excel in this service can help you retain business clients. In this article, we answer the question, 'what is client servicing?', explain what client service executives do and provide some tips for excellent client servicing.
What is client servicing?
Having an understanding of client servicing is essential to performing the job well. Client servicing involves a range of services provided by the client servicing executive or manager on behalf of the company in the provision of a good or service to the client and maintaining a strong and lasting relationship with the client. Client servicing may encompass everything from assisting the client with purchases to resolving after-sales problems online or in person.
Good client servicing representatives truly understand the brand, the client and the business. In understanding the goals and objectives of the client, the client servicing representative may guide the other departments involved in managing the account and providing the service to the client according to their needs and expectations. Client servicing generally moves from managing the day-to-day workflow to overseeing the brand and what the brand represents for the client.
What do client service executives do?
Client service executives typically act as the main point of contact between the external customers or clients and the internal departments of the organisation. The client service executive that has been assigned to manage a particular client can be responsible for all the communications to and from the client. In doing so, they in some ways act as the face of the company for the client, and take on the following responsibilities:
Understanding the needs and desires of the client
The client service executive typically interacts with the clients through email, telephone or in-person meetings. The purpose of these interactions and communications is to understand the needs and desires of the client and to ensure that all the goods and services provided by the company to the client are in line with those needs and expectations.
Throughout the process, the client service executive would also work closely with the other departments responsible for executing and delivering the product, for example, the marketing and design team, the sales team and the external vendors who provide the outsourced services.
Acting as the main liaison to the client
Client service executives are generally also responsible for responding promptly to client queries and may also be required to conduct presentations or provide periodic updates to the client on the performance of the goods and services provided by the company. The client service executive may ensure that all the requests of the client are tended to. They may be proactive in maintaining open lines of communication with the client.
Adding value to the client
Additionally, client service executives may also help to develop support and sales strategies, identify efficiency issues and make sure case management workflows and product quality issues are resolved promptly. In cases where there's an issue of a more technical nature, the client service executive may escalate the matter to other more specialised departments within the company to resolve it in a timely manner. Overall, the client service executive can play an important role in maintaining a strong working relationship with the client.
Client service executive's duties and responsibilities
The client service executive's job description typically contains a variety of functions and roles including:
cultivating solid relationships with clients through the provision of exceptional after-sales services
creating a positive onboarding experience for new clients
interacting with clients through telephone calls, email communications or face-to-face meetings
training and providing overall guidance to client service employees
organising training seminars to enable clients to fully utilise product features and benefits
ensuring that the correct terms of sale are entered into the client database to prevent avoidable billing issues
identifying ways to overcome clients' possible pain points in engaging company products and services
maintaining an accurate record of all existing and potential clients
maintaining a strong relationship with clients through constant check-ins and ensuring all communications from the client are responded to promptly and professionally
Related: Top 20 Customer Service Skills
Top tips for excellent client servicing
Here are some tips for ensuring you provide excellent client servicing:
Show a positive attitude when servicing clients
One of the most basic ways to ensure that you are doing a great job in client servicing is to show a positive attitude in your work ethic and in your dealings and interactions with the client. The purpose of this is to make sure that the client has a positive experience and is happy to work with you and continues to engage in your services. Showing a great attitude with the client and everyone involved is a good way of building trust for a strong working relationship.
Practise active listening and respond in a timely manner
Listening and really understanding the clients' needs is key to ensuring that you are delivering customer satisfaction. It's a good practice to show the clients that you understand their concerns and to back this up with real results or actual changes in the good or service provided. Aside from listening, it's also good to be proactive in engaging the clients to seek out their feedback and identify ways to improve on the services provided.
Provide a full resolution and see the matter to the end
Whenever there's an issue or a mistake in the service provided, it's important for the client service representative to act quickly and to give a resolution to the problems in a timely manner. In case there may be a delay in the resolution, it's important to give the client a courtesy call to assure the client that you're looking into the matter and can provide a resolution once you have done a thorough investigation or a review. Being proactive in looking into matters shows that you really care about doing an excellent job.
Know the client's business
If your client is an organisation or another company, it's important to have good knowledge and understanding of your client's business goals and objectives. To do this, you can conduct your own market research to understand the client's market better. Having a good appreciation of the client company's mission and vision can be very helpful in establishing a strong and trusting relationship with the client.
Know the client personally
Building a strong and lasting client relationship is key to client retention. Sometimes, it may be difficult to constantly seek out new potential customers. That is why it's important to focus on building relationships instead of just doing the job. Clients appreciate it whenever you take the effort to get to know them while still maintaining professionalism in your conduct.
Be professional in your dealings with the client
It's important to always maintain professional standards in your interactions and work with the client. Doing so maintains a positive overall image for the company and helps to build a trusting relationship with the client. If you're able to do this, the client may be more likely to continue to work with you and to extend the working relationship once you're nearing the end of the term.
Show extra effort for the client
Good client service involves putting in extra effort for the client to show that you care about their overall experience with you. You may choose to do this by considering the client's needs and thinking about what else can be done to ensure that they have the best experience possible. Clients generally appreciate when you show them that you're thinking about them and that you care for them.
Understand the context
When dealing with clients' requests or concerns, it's important to understand the context. Providing quick resolutions to any issues raised may help to solve the immediate matter. But you may want to take a step back and consider what might be a holistic course of action to the current issue faced by the client. This is so that you can provide a full resolution to any matters faced during the course of client servicing.
Be empathetic when servicing clients
When working to provide clients with the best experience, it's important to show understanding and empathy towards the client. It's not simply about carrying out the job, but understanding what the client might be going through and what difficulties they may face. Clients may feel valued when you show that you care about what they're experiencing.
Do a client or brand plan
For long-term clients, it's helpful to create a plan to decide what you want to achieve. Set objectives, develop a strategy, map out activities for their brand and for your relationship with the client. It's important to think of how you can continue to add value to the customer so that they continue to value your services.
Do regular client business reviews
It's important to regularly review the performance of the services that you're providing the client to get a good gauge of the overall performance. This can be helpful in deciding a change of strategies involved or implementing new ones. The client may also appreciate regular updates on the performance of the business and the value that is added to them.
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