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The Vital Importance of Client Services

Posted on May 21, 2019 by Wilma Loots

The first company that I worked for was for a Life Insurance Company and I was appointed to Client Services. I had to do everything for clients: claims, refunds, enquiries and so much more. It was there where I realised how important it is to treat clients well and to respect their needs.

Empathy is essential

I had just stepped out of school, so I did not really have much experience in the Life Insurance field.

I had to provide client services to families who had just lost a family member, so they were usually not in a good space emotionally and they would get irritated very quickly. When I look back at those days, I remember how much empathy I had for them. I would sit and cry with them if I could, but I knew that I needed to take charge and help them to finalise their claim. In the beginning, I would also get upset when they started screaming and yelling because they could not wait for their money and they did not have time to run around and get all the documents that we required. Then, I put myself in their shoes and realised that if I were them, I would have reacted in exactly the same way. We then started a new process whereby we informed our clients in such a manner so that if they had to come for a claim, they already knew which documents to bring with. If they phoned in, we made sure to advise them accordingly. No more delays from our side then. I never had a greater feeling than when a client walked out of my little stall feeling satisfied. To this day, I am grateful for everything I learned at that company and the opportunity they gave me to work with clients. My time spent with them taught me to be empathetic, which is a positive trait to have when dealing with clients in any business.

Never give up on clients

I then started working at a car dealership, where I quickly gained more insight into client service processes. To my surprise, dealing with clients in this industry was not as easy as I thought it would be. It was a big adjustment because it was unfamiliar territory with a different type of client expectancy. Clients would want an extraordinary client service because of the large amounts of money they were paying for their vehicles. This presented a different type of challenge for me to my previous role. However, I learnt that all customers have similar expectations, but just express them in different ways. This role taught me to never give up on clients. 

I love that I can advise someone who needs help to arrange a funeral, or when they purchase a car. Even though I do not work in these industries anymore, I still have the knowledge to make these types of experiences as smooth and effortless as possible. 

I experienced great client service when my husband and I visited Mauritius for our honeymoon. We did not have to ask for anything. Everything that we could possibly have wished for was provided. The staff exceeded our expectation through things like greeting us personally as we entered the resort, to decorating our suite to a very high standard (romantic touches included). What a wonderful experience – we will forever remember our time in Mauritius.

Onwards and upwards

Now I have been offered the Client Support position at CambriLearn and I must say I love the interaction with the clients. I realise more than ever that this is my passion –Clients! Clients! Clients! And solving their problems of course!

I will always try and help wherever I can. If I do not know how to help straight away, then I do my best to find out. Together, we try and find a solution – I think this is of central importance in helping a client.

Ensuring needs are met

The client support team must also ensure that the client’s needs are met.

Yes, you do get the odd client here and there who expects far more than you can deliver on. My question here is… why does this client have this expectation from the provider? Could it be that the providers’ service delivery promises set an unrealistic expectation? 

Sometimes, providers market a product or service in such a manner that the client has a greater expectation of it. Therefore, it is important to ensure that the client is fully aware of the entirety of a product or service the provider is offering. 

We all have experiences of providers who have given us grey hairs. We waste so much time and money trying to resolve something with them, but to no avail. And because we struggle for such a long time, exhaustion sets in, and we tend to stop trying… or at least I know I do. 

I believe that if I have paid for something, I should receive value of the service that comes with it. I know I should also realise that if I have paid a ridiculously cheap amount for a product or service, my expectancy is not that high. But, if I have paid a large sum of money for a product or service, I expect a whole lot more from that provider. However, taking all of this into consideration, it does not really matter what amount you have paid: you ultimately expect the service you have paid for.

Companies have different processes in place to ensure that client service departments stay on top of their game. They know that without their clients, there is no company.

My role as Client Support Consultant

My name is Wilma Loots and I have been appointed as CambriLearn’s Client Support Consultant. I am passionate about client service; I want to treat clients in a way I would like to be treated.   

As a client, you always want to be treated like gold. However, you may find that once you have discussed all your options with your provider, paid for their services and started using the service, client service stops!

The point I am trying to make is that once payment has been received, it is so easy for the provider to lose touch with the client.  

I believe that there should always be ongoing interaction between providers and their clients. A client's opinions are a resource for improving the client experience as a whole and adjusting my service to fit their needs.

“It takes months to find a customer and only seconds to lose one”

Vince Lombardi (Renowned American Football Player and Coach)

In an attempt to be pro-active, I have listed below a few frequent questions that clients ask:

  1. Navigating the CambriLearn Platform

Our platform functions best using the Google Chrome Internet browser. You can download Google Chrome at:

https://www.google.com/intl/en/chrome/browser/  

 Watch the following short video on how to use the CambriLearn  platform:  

  1. Student Tracker

Parents want to be involved in their children’s progress and that is why we have created our informative Student Tracker. If you want to get up and running on the Student Tracker, please watch this informative video, and let me know if you have any further questions:

  1. Textbooks

CambriLearn is not a textbook supplier, so please contact your preferred supplier directly. It is very important to contact them as soon as possible as it may take time for the textbooks to be delivered.

Some of the commonly used suppliers include:

  • Prestantia – they will provide PDF versions of the first few chapters while you are waiting for the arrival of the physical textbooks.
  • K&P Lohmiller (German Bookshop (PTY LTD) – www.macmillan.co.za Shop R16A Roof Level Cresta Shopping Centre, Beyers Naude Drive, Cresta Ext 4, Randburg Tel: 011 478 1106 kploh@global.co.za
  • Amazon – www.amazon.com
  • Takealot – www.takealot.com
  • Caxton Books Lansdowne – http://www.caxtonbooks.co.za/ 406 Inam Haron Rd, Lansdowne, Cape Town Tel: 086 122 9229
  1. Question and Answer (Q&A) Sessions and Live Lessons

We have weekly Q&A sessions for all subjects and levels, during which the learner can interact with their teachers. We also stream weekly Live Lessons for the high-school levels for maths, English and science. To gain the full value of CambriLearn, please encourage your child to attend all of the Q&A’s and Live Lessons. Your child will have access to their calendar, which will guide them to the dates and times of the relevant Q&A sessions and Live Lessons. If you would like a copy of the timetable, I will gladly provide you with one.

  1. Practicals

Practicals are essential for AS Biology, Chemistry and Physics. Learners must arrange to attend practicals for themselves. You can make this arrangement with any local Cambridge school as some of them will gladly assist private students. Alternatively, you can research your local area to find a tutor who is familiar with Cambridge practicals.

  1. Exams

You need to know whether your child is ready for the exams prior to entry. Their teachers will provide the best advice regarding exam readiness.

IGCSE, AS and A level are independent exams written at the British Council or at any Cambridge school that accepts private candidates. All of our learners register as private candidates. It is up to each parent to ensure that the learner is registered for the exams.

For learners opting to use Cambridge International accredited schools for exam purposes, please locate the relevant country on the link below. You can then enquire with Cambridge as to which schools in the area or country accept private candidates.

https://help.cambridgeinternational.org/hc/en-gb

 

  1. Report Cards

Report cards are available from me on request. Kindly note that all assignments and mock exams must be completed prior to requesting a report card.

We are always working to make CambriLearn exactly what you need for your online homeschooling solution. Your feedback helps us decide which features to build, and what improvements should be made to our platform.

To help us make CambriLearn the best it can be, we would like to hear from you.

Please send your feedback to hello@cambrilearn.com

We strive to keep in constant contact with our clients even after they have signed up with us.  

I look forward to supporting you along your CambriLearn journey!

Please do not hesitate to contact me if you require any assistance at wilma@cambrilearn.com