7 tips for good service in an accounting office
Posted: Wed Jan 22, 2025 8:23 am
The best tips for good customer service that help promote customer loyalty in accounting are:
know your customer profile;
create internal processes;
adjustment to the way of communicating;
have empathy;
offer proactive support;
use technology to your advantage;
explore os feedbacks.
Let's go into the details of each one!
1. Know your customer profile
The objective here is not to identify the physicians email list profile of your target audience or create a buyer persona , but rather to get to know the person you are speaking to at the time of service .
Dialogue is the basis of everything, however, you can also apply questionnaires and conduct a type of interview to understand the client's needs, expectations, doubts and fears.
By identifying what he and the company he represents need, he will know exactly what to deliver, and this behavior increases the chances of satisfaction and loyalty.
2. Create internal processes
Define internal processes, but be careful not to “stiffen” your accounting firm’s services.
The idea is to create a flow that guarantees consistency and fluidity because, in this way, all contractors receive the same attention and no one is left without a response.
The tips here are:
choose official service channels, such as email, telephone and contact via WhatsApp;
define those responsible for each request received;
establish deadlines for sending responses.
And to improve the definition of your internal processes, read the article: “ 11 tips on how to implement customer service via WhatsApp ”
3. Adjust the way you communicate
Equity, Income Statement ( IS ), depreciation, balance sheet. Are you familiar with these terms? Of course, you are, but remember that your clients may not know what they are.
Therefore, adapt the way you communicate with contractors and use more familiar words to explain accounting services . If necessary, make analogies and use practical examples.
know your customer profile;
create internal processes;
adjustment to the way of communicating;
have empathy;
offer proactive support;
use technology to your advantage;
explore os feedbacks.
Let's go into the details of each one!
1. Know your customer profile
The objective here is not to identify the physicians email list profile of your target audience or create a buyer persona , but rather to get to know the person you are speaking to at the time of service .
Dialogue is the basis of everything, however, you can also apply questionnaires and conduct a type of interview to understand the client's needs, expectations, doubts and fears.
By identifying what he and the company he represents need, he will know exactly what to deliver, and this behavior increases the chances of satisfaction and loyalty.
2. Create internal processes
Define internal processes, but be careful not to “stiffen” your accounting firm’s services.
The idea is to create a flow that guarantees consistency and fluidity because, in this way, all contractors receive the same attention and no one is left without a response.
The tips here are:
choose official service channels, such as email, telephone and contact via WhatsApp;
define those responsible for each request received;
establish deadlines for sending responses.
And to improve the definition of your internal processes, read the article: “ 11 tips on how to implement customer service via WhatsApp ”
3. Adjust the way you communicate
Equity, Income Statement ( IS ), depreciation, balance sheet. Are you familiar with these terms? Of course, you are, but remember that your clients may not know what they are.
Therefore, adapt the way you communicate with contractors and use more familiar words to explain accounting services . If necessary, make analogies and use practical examples.