Customer relationship management or client servicing is a very important aspect in every company. However, one major factor is the attitude of the staff towards client servicing. In order to understand this better we need to look at it from different angles – types of clients, types of employees, and role of the leadership team.
Types of Clients
- Rigid Attitude – Some clients are extremely set in their ways and they know what they want. The issue of customer relationship management when dealing with such customers is that more often than not they will not accept any deviation. You will have to be extremely careful when working with such clients and ensure that their instructions are followed exactly.
- Flexible Attitude – These are clients who know what they want to achieve and they are open to suggestions on how they can achieve that. Such clients will work with you; they will give inputs and accept inputs from you. However, you cannot afford to take such clients for granted because you will have to keep delivering results to ensure that they trust your methods.
- Situational Attitude – Such clients are right or flexible depending on the situation faced. These are extremely risky clients because their response depends on your work. If they feel that you are managing the work successfully, they will give you inputs, but the moment you slip up they will demand that you stick to their methods or lose the contract.
Types of Employees
- Calm Attitude – Some employees have the knack of remaining calm under any situation. These employees give the sense that they are disengaged. However, by staying calm, they will always remain in control of the situation. These employees will always be able to deliver results under pressure.
- Nervous Attitude – This group of employees is always the most confusing group for managers. You will find that some employees are always nervous about the entire process. They will stress and fret over the client’s reactions, over possible hurdles etc. However, their nervousness and stress will always mask their efficiency. Due to their attention to detail, these employees will cover their bases and ensure that the work gets done.
- Laidback Attitude – This group of employees will work as directed, however they will never step up and take responsibility when push comes to shove. Again, this is another confusing group for managers. Their quality of work may be good, but since they will never come up with solutions, they will always be dependent on others.
Finally, in customer relationship management, we come to the leadership team. Leading a team is not an easy process. However, this is where the correct attitude is needed most. There are two types of attitudes every leader must possess.
- Positive Attitude – During the course of the workday, leaders will face irate customers, dissatisfied employees and disgruntled bosses. Irrespective of the situation faced, the leader should always maintain a positive attitude during the workday.
- Pro-active Attitude – A leader must always be pro-active and not reactive. A pro-active leader will be able to take steps to prevent an issue from recurring and will be able to ensure an environment, which is 99% error free.
As you can see, be it clients, employees or leaders, the various types of attitudes will enhance or destroy a client relationship.
Photo Credit: Flickr/Dell Inc.
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