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Handling customer Service as a Freelancer

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Handling customer Service as a Freelancer

In building a thriving freelancing business one need to satisfy clients with good work. Customer service and client experience are also very important aspects of any successful business. Learning to give your clients top-notch customer service should be on top of your priorities. You can provide good services for them, but if you're hard to work with and communicate with then your clients will never want to work with you again. The hardest part about this is that freelancers are usually technical people and a one-man company, and communication is not a strength for most of them. Here is a list of things you can use to improve customer experience and customer service.

1. Improve your communication skills.

Arguably the most important thing for any person, in business or in life generally. Learning to effectively communicate can set you on a very successful path even if you have average technical skills. Communication is more than just words and there are many aspects of it that you should be aware of. Here are a few pointers to help you improve.

  1. Request feedback
  2. Be friendly - Smile
  3. Know more about their company.
  4. Listen, Listen and Listen
  5. Body language
  6. Write things down
  7. Be precise and specific
  8. Think

Here is a post where you can learn more about communication skills.

2. Be solutions-focused.

Remember your job as a freelancer is to offer solutions. In the end, the client will only be satisfied if you solve their problems. As a business, you must develop a framework that helps you identify problems and offer solutions. However, this can come with experience. As you help more and more people with your services, more problems and their corresponding solutions will start to be clear also.

3. Know more about the client's business than they do.

Know more about your client's business. This may be hard as a freelancer, imagine you're just hired to manage social media accounts for an insurance company, obviously, you are not going to know everything about insurance but it must be on top of your priorities to know about the insurance business and how you can approach the social media platforms for maximum results.

4. Do not over-promise and under-deliver

To avoid frustrations in the end, don't promise things you are not sure you'll deliver. I have seen people over-promise to their clients, friends, and partners and then fail to deliver the promises. Only say the necessary things and don't sugarcoat problems. So NOT over-promising is about being honest.

5. Admit mistakes

Admitting mistakes is hard for men, but as a freelancer you must admit that you have made a mistake, elaborate on your mistake and be honest about the repercussion of those mistakes. 

6. Know your services

Having deep knowledge of your services and products can help you be in a better position when answering your client's questions. Never should a client know more about your service than you do. 


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