An accountancy practice can serve a wide range of clients, so it is important that a good level of customer service is established to meet expectations. By truly caring for your customers and ensuring that their needs are adequately met, you will be able to gather recommendations and repeat business – key factors in a successful and long-ranging business. Here are some of the things you should look for if you wish to improve the customer service of your accountancy practice.
The Right Software
Believe it or not, the right software on your system can be a great step towards being able to deliver good customer service to all. Your staff members should always have the tools they need to be able to deliver stellar customer service from the beginning.
Let’s take accountancy practice management software as an example here. This software should help to keep all of the important data for your clients safe. Be it appointments, individual files or more, you should be able to find out everything that you need to know right here. This will then speed up time with the clients as you will not have to search out individual pieces of data or wait for programs to load. Everything that you could want to know will be right at your fingertips.
Fast Response Times
Fast response times are a must when you are trying to deliver good customer service. There are so many businesses out there that are content to let their customers sit and wait for an answer to an inquiry when they should be stepping up and answering it as quickly as possible. More often than not, these are often simple inquiries that can be answered in a flash too!
A quick way to ensure that no message is left hanging is to ensure that you have automatic replies set up. Whenever a customer gets in touch with you via email, they will get a quick reply to say that you will be in touch shortly. This is a great way to confirm that you have got their message, and it means that you can then take a look at their requests in your own time.
Ensure That There is a Minimum Standard
Your employees need to know that there is a minimum standard that you expect to see across the business when it comes to interacting with visitors. It could be as simple as ensuring that they greet all visitors warmly, and ensuring that they have been offered a tea or coffee if they are visiting in person. If they will be talking to them over the phone or over email, having a set list of key phrases and responses on hand to ensure that the conversation goes well will be key.
You might think that actions like this make no difference, and everyone who works for you should know how to act. However, having a few policies in place such as these can be key to ensure that you are going to be able to deliver a good level of customer service across the board.
It is imperative that you have excellent customer service in your accountancy firm. Doing so will enamour your customers to you and will convince them to keep returning to use your expertise again. Take the time to identify some areas of your customer service that could use some improvement at the moment, and make sure that they are brought up to scratch. By doing so, you will find that your practice is able to retain its customers with relative ease.