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Freelancer Advice: Customer Service Is A Two-Way Street



Introduction: Defining Good Customer Service

Customer service is more important than ever in the freelancing world.

First and foremost, good customer service means being responsive to your client’s needs. This means being available when they need you and getting back to them in a timely manner.

Secondly, good customer service means being organized and professional. This means having a system in place for tracking deadlines and deliverables, and always meeting your commitments.

Finally, good customer service means going above and beyond for your clients. This might mean going the extra mile to get a project done on time or offering additional services at no charge. By definition, good customer service is the key to success as a freelancer.

The Customer Is Always Right?

In today's society, the customer is always right has become a mantra for many businesses. But is it always true? No, customers can be unsure and uncertain. Here's why:

  1. Customers can be uninformed about what they want.

  2. They may not be aware of all the options available to them.

  3. They may not have considered all the implications of their decision.

  4. Their decision may be based on emotion rather than logic.

  5. They may not be willing to pay the true cost of what they're asking for.

  6. They may not actually be the customer, but someone who is acting on behalf of the real customer (e.g., a child, an employee).

  7. The "customer" may be a fictitious person created by marketing research (i.e., a persona).

The Importance Of Efficient Communication

In the world of freelancing, communication is key. Whether you’re communicating with a potential client or an existing one, being able to effectively communicate your ideas and needs is essential to success.

For many freelancers, customer service is a crucial component of their business. Not only do you need to be able to communicate clearly with your clients, but you also need to be responsive and attentive to their needs.

There are a few things you can do to make sure you’re communicating effectively with your clients. First, make sure you’re clear and concise in your communication. Be specific about what you need from your client, and make sure they understand what you’re asking for. Secondly, be responsive to their inquiries and concerns. If they have questions or feedback, make sure you address them in a timely manner.

Going The Extra Mile

When it comes to customer service, businesses should always go the extra mile. exceptional customer service can make or break a business, and it’s important to always be putting the customer first. There are a few key ways to make sure your business is providing the best possible customer service.

First, always be responsive to your customers. Whether they reach out via social media, email, or phone, make sure you are getting back to them in a timely manner. Second, go above and beyond what the customer is asking for. If they need help with something, try to find a way to help them that goes beyond just solving their immediate problem. Finally, show that you care about your customers and their experience with your company. Thank them for their business and let them know that you appreciate their feedback – good or bad.

Dealing With Difficult Customers

Dealing with difficult customers is something that every customer service representative has to deal with at some point. There are a few things that you can do to try and diffuse the situation and make the customer happy. First, try and stay calm and listen to what the customer is saying. They may just need to vent and if you can stay calm, it will help diffused the situation. Second, try and understand where they are coming from. Often times, customers are upset because they feel like they are not being heard or their needs are not being met. Try and see the situation from their perspective and see if there is anything you can do to help them. Lastly, apologize for any inconvenience that may have been caused even if it wasn't your fault. Sometimes just acknowledging that something went wrong is enough to diffuse the situation.

Conclusion: The Benefits Of Great Customer Service


As a freelancer, great customer service is one of the best ways to differentiate yourself from the competition. It’s also one of the best ways to build a long-term relationship with clients and ensure they keep coming back.

There are many benefits to providing excellent customer service, including:

  1. Increased repeat business: If your customers are happy with your service, they’re more likely to use you again in the future. This can lead to a significant increase in repeat business.

  2. Word-of-mouth referrals: Happy customers will tell their friends and family about you, which can lead to more business.

  3. Improved brand reputation: Excellent customer service can help improve your reputation and make your business stand out from the competition.

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