I started working for RG Law in 2021 as a Trainee Sales Executive👩. I quickly became a Senior Sales Executive, and now I am currently a Business Development Executive👩💼.
When I first started this job, there was an overwhelming 😱 feeling of not knowing how to deal with difficult or upset clients and referrers. I found myself constantly asking for reassurance on how to deal with certain types of people and situations, which changed as I quickly progressed.💹
I have dealt with a lot of clients that feel unsatisfied 😤, whether this be down to pricing, communication, relationships with the teams and so on. Over the last 4 years, I have trained myself to manage the client and referrer expectations in a way that makes them feel at ease of having a main point of contact that they can trust will resolve any issue raised. 😊
One main thing I have maintained is always ensuring I go back to the client as quickly as possible, which is usually within 1 hour maximum☎️. This not only shows the urgency🚨 of the matter but also shows that I care about helping and resolving any issue they are facing.
I support all referrers and clients in any way that I can by having a caring and calm approach to all situations. Having a positive outlook 🌈on situations really does help as a whole as I can then empathise and tackle the issue.
Having very strong relationships with all agents and advisors that I work with, means that the trust they have within me, then passes onto their clients. I now have the view that we should be appreciative of feedback, whether this be good or bad 🤷♀️, as this is the only way we will be able to show that we can enhance our service based on comments presented to us.
If we never had any negative feedback, we would never be able to improve our service and take things away to make our business better.🤩