Customer satisfaction
Tailored advice – I propose a range of solutions, demonstrating their advantages and limitations according to the customer’s profile and needs, and putting the customer’s interests first.
When a customer asks me a question that I can’t answer right away, I mention it, ask about it and get back to them or call them back at a time agreed with them.
Simplicity – I speak to customers in simple, accurate terms, without abbreviations, regularly checking their understanding and using available documentation to support my descriptions.
Successful conclusion – Before concluding any interview, I summarize the elements of the agreement and the next steps, if applicable, make sure the customer is satisfied, then thank him or her.
Regular updates – I take advantage of customer meetings to validate and update customer information in our files.
Anticipating needs – I listen carefully to customers to anticipate their additional needs and determine whether we can help them with the various services offered by our firm.
A team at your service – When a customer’s needs and expectations don’t match my expertise, I refer them to a colleague or my immediate superior, explaining the reasons and helping them to make contact.
Preparation – In anticipation of an appointment, I familiarize myself with the customer’s file and prepare informative documentation to answer any questions that may arise.
Warm welcome – At all times, I greet customers warmly, address them as sirens and serve them enthusiastically.
Demonstrated attentiveness – When I’m in a consultation with a customer, I devote my full attention to them, putting aside any administrative tasks and not answering the phone or outside requests.
Errors with advice – If errors are made in a file, I explain the reasons clearly to the customer and suggest solutions so that corrections can be made as quickly as possible.
Dissatisfaction – Taking charge – I take charge of the dissatisfied customer, give him time to express himself and suggest solutions to rectify the situation.
Respect for follow-ups – I inform the customer of the production deadlines for the mandate to be carried out and get back to him at the end of the deadline, whether I have finalized the work or not.
Twenty-four-hour turnaround – I ensure that a communication is sent to the customer following telephone, fax or e-mail messages received, within twenty-four hours of receipt.
Discretion assured – At all times, I exercise discretion with regard to customer files.
