The Essentials of Good Client Service in the Transcription Industry

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The Essentials of Good Client Service in the Transcription Industry
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When you call, does anyone pick up the phone?

And if someone does answer, do they truly understand you? Are you treated fairly? Do you believe your questions, comments and concerns will be directed to the right person?

If not, something might be getting lost in your business.

When you’re paying a company for transcription services, you’re paying for more than words–you’re paying for customer service. How a company treats clients might not seem like a big deal … until it is.

And when client service goes bad, it can have a negative impact on your project and brand.

Here’s a look at six client services elements that you should look for when considering a transcription services provider:

1) Manners

This one should go without saying. But sadly, too many companies–and their employees–seem to have forgotten the lessons they were taught in elementary school.

Manners matter.

Do you really want to do business with a company that can’t remember to say please and thank you? What about sending a simple follow-up email after a transcription is delivered, just to make sure everything is OK?

Nobody wants to be treated poorly. And, more importantly, nobody should ever pay someone to treat them poorly.

2) Organization

Is there anything more frustrating than having to repeat your concerns … over and over again?

No, there is not.

That’s why working with a transcription services company that values organization is important. Not only does it make your job easier, but it also makes your job a lot less frustrating.

Having confidence in the fact that your questions, concerns and comments have been accurately noted is every bit as important as being able to access the information you want, when you want it.

If your transcription services provider isn’t organized, it might be time to look for another.

3) Technical Competency

If you’re project manager doesn’t seem to get it, you’re probably in trouble.

There are likely to be times when you need something done in a hurry, and you’re going to want your project manager to have the intuitive technical competency to get it done–without a lot of drama.

By its very nature, the transcription and translation services industry can get pretty hectic. After all, you’re dealing with words, emotions, denotations and connotations. But stress can and should be handled easily by employees who have the technical competency to get the job done right, regardless of deadlines, stress and quickly needed changes.

4) Calm

Someone once said that rushing into action is a recipe for failure.

And it’s true.

The ability to remain calm in the heat of the moment–in the often chaotic world of transcription and translation services–is especially valuable.

It gives you the peace of mind that everything is going to be alright, that everything is going to be transcribed or translated accurately and on time, even when your organization’s leaders are panicking.

If your service provider can’t seem to remain calm in the throes of the most difficult situations, there is a good chance your transcription won’t be calm–or accurate–either.

5) Security

Target Corp. The Home Depot. JP Morgan Chase.

The federal government.

These are just some of the organizations that have experienced data breaches over the course of the last several years.

Do you really want your company to be next?

Data security is not just a nice-to-have, it is a must-have asset when it comes to transcription or translation services. If you are not 100 percent sure that the company with which you work can deliver data security every day, without exception, it might be time to start looking for another partner.

Otherwise, your customers might find that their personal information is being exploited and you might find that your professional reputation is being ruined.

6) Confidentiality

Information is power. It can help you build your brand, grow profits, differentiate yourself from the competition and achieve your goals. Information can be the difference between success and failure.

And it can also cost you customers–especially if your transcription and translation service provider doesn’t protect your confidentiality.

Your business was built on hard work, determination, drive and, yes, information.

You have carefully constructed your business model and cultivated your contacts. The last thing you want to see happen is your transcription services provider somehow undercut your efforts by sharing information about your company with competitors.

It’s often overlooked, but a great customer and client services always (always!) involves confidentiality. Don’t overlook it and always ask about how your partner is going to protect all that you have spent a lot of time and effort building.

Get the customer service you deserve


If you need transcription or translation services, don’t settle for second-tier client services, connect with a service provider that understands the importance of manners, organization, technical competency, calm, security and confidentiality.

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