Customer Service is defined as "the provision of service to customers before, during and after a purchase." While most of us are familiar with this concept from a consumer perspective, let's examine it from the consultant perspective (and what it means for building and maintaining a challenging, fulfilling and lucrative career or business). As consultants we are expected to be subject matter experts, meet client demands and deliver(!). Among the craziness we are divulged in, combined with the clients we are involved in along with the problems we must fix, it's tough to keep your head sometimes. However, one must do it with a smile.
Excellent Customer Service for Consultants includes:
- Providing individual industry knowledge to past and current customers (via email, newsletters, webcasts, social media, in-person dialogue, etc.).
- Following up after a project is complete (even if all deliverables were met) to ensure smooth transition or to answer any questions. You could also discover additional work opportunities or gain referrals.
- Being open and aware of out of scope "problems" but provide value-add services when you can.
- Dealing with internal politics diplomatically (at all times).
- Leading by example.
- Over-delivering on deliverables.
- Having a positive attitude always; be pleasant to work with.
Customer service must be at the forefront of a consultants mind. Do the best job you can at it while being consistent and the benefits will follow.
For more information about PharmaSys, please visit our website at www.pharma-sys.com.
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