RJ Austin Inc

Description

If there are promises you and your firm have made, you need to strive to always deliver on those promises. If you promise all transcripts will be delivered within 10 business days, then all reporters must understand the importance of meeting this promise with each and every client. If they do not, and if some transcripts are delivered late, you run the risk of creating an unsatisfied customer. Managing those promises can help you keep your client's expectations reasonable. For instance, your client expects to pay a certain page rate for transcripts.

Court reporters are known for providing excellent customer service. To continue this tradition, it is worth taking some time to consider the expectations of your clients and whether you are meeting them to full satisfaction.

Part of being a professional freelance court reporter is knowing what to say and what not to say when you are working with attorneys. As the owner of a busy court reporting firm, I have the occasion to coach new reporters on situations that may arise and how to handle them. I wanted to share a few of these situations where it was not obvious to the new reporter as to what a professional response should be.

Keeping close communications with your clients and their assistants is important for good customer service. Keeping them apprised of any issues, should they arise, will give your customer a much better experience. If you are unable to deliver on a promise, communicating this with your client as soon as possible will raise your chances of keeping a highly satisfied customer.

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