What is client servicing?

Client servicing involves understanding the needs and desires of the client and proactively meeting those needs. Excellent client servicing is essential to maintaining strong client relations.

What is client servicing?

Having an understanding of client servicing is essential to performing the job well. Client servicing involves a range of services provided by the client servicing executive or manager on behalf of the company in the provision of a good or service to the client and maintaining a strong and lasting relationship with the client. Client servicing may encompass everything from assisting the client with purchases to resolving after-sales problems online or in person.

Good client servicing representatives truly understand the brand, the client and the business. In understanding the goals and objectives of the client, the client servicing representative may guide the other departments involved in managing the account and providing the service to the client according to their needs and expectations. Client servicing generally moves from managing the day-to-day workflow to overseeing the brand and what the brand represents for the client.

What do client service executives do?

Client service executives typically act as the main point of contact between the external customers or clients and the internal departments of the organization. The client service executive who has been assigned to manage a particular client can be responsible for all the communications to and from the client. In doing so, they in some ways act as the face of the company for the client, and take on the following responsibilities:

Understanding the needs and desires of the client

The client service executive typically interacts with the clients through email, telephone or in-person meetings. The purpose of these interactions and communications is to understand the needs and desires of the client and to ensure that all the goods and services provided by the company to the client are in line with those needs and expectations. Throughout the process, the client service executive would also work closely with the other departments responsible for executing and delivering the product, for example, the marketing and design team, the sales team and the external vendors who provide the outsourced services.

Acting as the main liaison to the client

Client service executives are generally also responsible for responding promptly to client queries and may also be required to conduct presentations or provide periodic updates to the client on the performance of the goods and services provided by the company. The client service executive may ensure that all the requests of the client are tended to. They may be proactive in maintaining open lines of communication with the client.

Adding value to the client

Additionally, client service executives may also help to develop support and sales strategies, identify efficiency issues and make sure case management workflows and product quality issues are resolved promptly. In cases where there's an issue of a more technical nature, the client service executive may escalate the matter to other more specialized departments within the company to resolve it in a timely manner. Overall, the client service executive can play an important role in maintaining a strong working relationship with the client.

Client service executive's duties and responsibilities

The client service executive's job description typically contains a variety of functions and roles including:

• cultivating solid relationships with clients through the provision of exceptional after-sales services
• creating a positive onboarding experience for new clients
• interacting with clients through telephone calls, email communications or face-to-face meetings
• training and providing overall guidance to client service employees
• organizing training seminars to enable clients to fully utilize product features and benefits
• ensuring that the correct terms of sale are entered into the client database to prevent avoidable billing issues
• identifying ways to overcome clients' possible pain points in engaging company products and services
• maintaining an accurate record of all existing and potential clients
• maintaining a strong relationship with clients through constant check-ins and ensuring all communications from the client are responded to promptly and professionally.