The only surefire way to keep a client happy is to consistently go the "extra mile" and exceed expectations. A survey I read about asked people to list the top character traits they expected from a customer service representative. The data clearly identified four key character traits that dominated the feedback list. As you review the list below, think about how your clients would rate your character traits and the quality of service you provide.
1. Positive mental attitude. First impressions are extremely important, and there's absolutely no substitute for a cheerful disposition and a positive mental attitude. Clients don't want to deal with grumpy, negative-minded CSRs who project a less-than-professional attitude.
2. Respectful. All clients deserve to be treated with respect, even if they're difficult to work with or upset. Being rude or displaying unprofessional behavior is the fastest way to lose a customer for life. When you show respect to your client, you'll eventually gain his or her respect in return.
3. Proactive. Proactive support is about identifying and resolving client service issues before they become a problem. You can even solve problems before your clients even realize they exist. Clients expect a CSR to be results-oriented. The best CSRs are inventive and show initiative when solving customer complaints.
