Many offer the same, but the differential factor for a client to prefer a company is an excellent customer service. Andrey Rodriguez and Joan Manuel Morales of Regional Operations of Grupo STT share with us the key to win over clients and have long-term relationships.

Customer service can be defined as actions that a company implements before, during and after a purchase. Always seeking consumer satisfaction and this should be the company´s DNA.

The perception of customer service depends to a large extent on the attitude of the collaborator. “People don´t trust something, they trust somebody, so before they buy your service, they have to buy you, not by what you say, but for what you transmit” Andrey Rodriguez.   

You must have empathy, positive attitude, impact and influence, service orientation, patience, high communication capacity and professional technical knowledge.

For Joan Manuel Morales, the key is to understand which is the client´s primary need, what is it looking for, how does it want it; and offer it the best alternatives at your reach.

How to win over clients and have long-term relationships?

The most important thing is to dedicate time and affection in what we do, then know that a good service is formed by a network of commitments and our job is to fulfill these commitments. Additional we must implement care actions such as:   

• Listen actively at all times to the needs that the client raises.
• Always maintain a good attitude in dealing with the client. 
• Respectful and friendly communication.
• Provide peace of mind and confidence to clients, convey to them we are their strategic ally and that for us clients are the most precious treasure. 

Trends in customer service

Definitely because of the pandemic, virtuality accelerated and forced all companies to think about streamlining processes, without wasting time and receiving greater support. Clients expect that if any inconvenience arises, it shall be remedied immediately with fluid communication and channels optimized for this purpose, no barriers to time, language or culture; we are in a globalized world that demands to offer quality service that is practical and effective, comments Joan Manuel Morales

Some of the digital tools that allow greater efficiency in interaction are: 

• Instant messaging
• Artificial intelligence
• Self-service
• Data analysis

How can the companies improve customer service?

• Reach out and talk to clients: Make them know how important they are for you at all times.
• Communicate with your workers: Connect with the talents, especially with those that work directly for the client.
• Develop new ways of working with your clients: Constant innovation, be always flexible.
• Constantly assess your services: Review your disposal, added value and experience. 
• Be true to the brand and purpose: Show always principles and values. 

Andrey Rodriguez shares with us some pillars of customer service maintained by Grupo STT:

• Service: Provide quality support to the client as a guarantee after the purchase of our services.
• Quality: Provide a service without mistakes, nor quality defects, as well as reliable and timely agreed deliverables.
• Flexibility: Ensure operational flexibility to unexpected changes in operation, volume and project logistics. 
• Control: Constant development of quality models and metrics for project control and monitoring. 

When a client hires STT´s services it knows it counts on:

• Quality Services Agreements: with a clear definition of joint scopes, symmetrical structure, transparency in conditions, as well as regulatory compliance. 

• Transparency: in the prices of services with validation mechanisms of the same in the light of market conditions, as well as all considerations in termination costs that can arise.

• Constant Operational Follow-Up:  understand each other´s interests and concerns (STT/CLIENT) and achieve the corresponding balance in each project.  

• Support: consistent with service through human and technical resource endowed with necessary skills and abilities for full project advice and control.

• Operational Flexibility: to unexpected changes in operations, volume and logistics which includes support with models and technology for adaptability and rapid response. 

• Metric Models: achievable, challenging and especially aligned with the objectives of the project that confirm the reliability and operational control.  

• Project governance guides and models: through the joint establishment of roles, responsibilities and follow-up mechanisms.

• Protection Mechanisms: operational risk through guidelines and protocols oriented to the protection of operational risks in different conditions.

• Quality customer service: both in the attention of the main product, and of peripheral services that comprise it, ensuring the ability to respond to problems, doubts o queries and providing agile and accurate advice.     

info@grupostt.com

Paola Alexandra Urrutia

Regional Community Manager