5 steps every project manager should take to provide their clients with the best customer service
While it may seem obvious, customer service is the foundation that keeps businesses moving forward and growing. If you think about it, whatever the business, every service provider trying to gain influence in the corporate world is highly dependent on the response of their customers.
In project management, clients get involved in the process from the start and they help the project managers to conduct all activities until the completion of the project. In other words, they serve as a guide that guides the team through the development of the entire process. In this way, the project can be modified, shaped and personalized according to their expectations and needs, and the objectives can be successfully achieved.
Corn what exactly does customer satisfaction mean?
Generally speaking, the concept implies that the results must conform to the customer’s requirements in order to provide the best possible service. But when it comes to project management, it means that the project manager has to make sure that the policies, objectives and responsibilities of the project satisfy all the stakeholders involved in the project. This is why customer satisfaction is part of quality management and is such an important step in planning.
Now let’s see what are the 5 main steps that each project manager must follow to guarantee good customer service to his clients:
- Have a customer-centric philosophy
First of all, you have to know that absolutely everything revolves around the customer – nothing is more important than making sure that the entire project team is working to meet their expectations. Make it your top priority.
It is your responsibility as the Project Manager to train your team in this philosophy and provide them with all the necessary tools they will need to develop customer service skills.
- Listen carefully to your customers
Once you’ve made sure the team is ready and properly trained, you’ll need to focus on understanding the interests of your stakeholders. Practicing active listening is no easy task, but it is the only way to determine what your customers need. If you’re thorough enough, you’ll be able to grab this information quickly and then pass it on to your team so everyone can be aligned and activities can be prioritized.
- Ask your customers for feedback and interpret it correctly
Communication is always the key to avoiding gray areas and bottlenecks. Make no mistake, problems will arise, but you need to make sure that you are doing everything in your power to keep the process under control.
Asking for feedback is one (if not the best) way to improve your workflow and polish your technique. Listening to your clients’ concerns will give you the information you need to know if the project is progressing on track or if adjustments are needed. If there is a particular problem that deserves attention, then the risk management team will need to take over and find a quick and effective solution to resolve that problem.
However, not all comments will be helpful. This is why you should have the opportunity to identify which ones will be beneficial and encourage your team and ignore those which will not.
Also beware of misinterpretations. Comments should never be taken personally; it’s just another learning experience that helps you get to know your stakeholders better and contributes to your growth as a professional and as a leader.
- Learn to balance customer demands and project control
As stated above, not all reviews will be beneficial or applicable. Sometimes customers can get carried away when they express their needs, and that’s okay. So while they should be your top priority, you should remember that you are still in charge and are the caller in case there is a problem to be addressed or a decision to be made.
Remember, demonstrating solid project control shows how confident you feel as a project manager and how much knowledge you have of the industry.
- Measure the satisfaction of your customers
Send surveys to your customers and encourage them to truthfully fill them out. Efficiency and satisfaction can only be guaranteed by knowing which are the strongest and weakest points of your processes.
In a nutshell, project managers have many responsibilities in the development of a project. They are the point of contact between the company and the customers and that is why they must remain vigilant and ensure correct communication throughout the process. But don’t panic, you’ll be fine as long as you know what your priorities are, and how to get them right.
Jeannette L. Collazo, MSMIS, PMP brings more than two decades of exceptional project management success and bilingual expertise to her work helping companies implement IT projects, data migration and data center transformation . She founded Lurdez Consulting Group (the name Lurdez is taken from her middle name) in 2018 with the vision to deliver exceptional project management services as a diversity-driven company that advances young women in the field. information technology.