What Is Client Service?

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How abundant "customer service" will you actually have within the mortgage business (or any business for that matter)? I once had a disciple who was refinancing his home. He knew me and conjointly had another friend within the mortgage business and didn't understand that one of us to use. I told him I would provide higher "customer service" than anyone around.
He checked out me and said "what does that really mean? A comfier chair at closing? What does one mean by customer service?"
I'll admit, it did catch me off guard. In fact I told him the quality I'd keep him updated and come his calls....bla, bla, bla.
He said, "isn't that what I am paying you for anyway? That may be the smallest amount I might expect from somebody I DIDN"T KNOW, not to mention a lover of mine."
Thus that really got me thinking of what customer service really was. The great factor is that the people that come back calls and keep their clients updated set themselves aside from most others in this business, however, really, that is what their job is to begin with, right? Thus, the query is, "Thus what?" Pertaining to the mortgage business, if an AE or and LO keeps the purchasers updated and returns calls, is not that expected just from the duty description? Customer service has to go beyond that, in my opinion.
I conjointly believe that somebody who constantly says "I have higher client service that anyone within the industry" is, on a subconscious level, seeking approval before they really do something for their client/customer.
I've never heard of Disney World bragging regarding their "client service", do you? They solely flat out go higher than and beyond expectations and others brag about them. Automobile corporations do not tell you they have better"client service", they need the actual automotive owners tell others through surveys and such. Donald Trump, whether or not you wish him or not, has clout in the business world, not as a result of of his customer service, however as a result of it's well recognize he will get the job done (that is what's expected in the primary place). These are just some samples of the higher enchelants of customer service while not having to brag concerning it. Do you see my purpose?
Personally, individuals will see "customer service", they do not need to be told about it. Folks can REALLY see lack of "customer service", they WILL tell others about it all day long! If you feel you're in the client service business, does one tell individuals or show people?
Try my blog at www.realmortgagetraining.blogspot.com

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