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Canadian immigration Consultants: Good Practice, Satisfied Client

As an old adage says, “client satisfaction is the key of success”. Certainly, client satisfaction is essential for one’s business. That’s why it is important Canadian immigration consultants provide clear information to clients since the beginning and keeping them up to date as the work progresses to avoid future problems related to dissatisfaction. Immigration consultants are in the service industry and they have to build a good reputation in providing quality of service to make clients come back and refer the service received by them to family and friends.

Researches has been showing that most cases of client loss is due to disappointment with the level of client care that was experienced, rather than inconsistent immigration advice or a better deal from a competitor. In general, consumers expect to establish a good communication channel with the service provider, as well as receive the hired service in accordance to the letter of engagement signed by the parties at the beginning. The purpose of this letter is to establish basic information to ensure effective communication with the client on all relevant issues. For example:

  • What is the work that has been instructed to do?;
  • Who is going to do it?;
  • How much is it likely cost?; and
  • Who should the client get in touch with if there is a problem? Besides, clients deserve to be properly informed on the main factors that affect their case.

Customer satisfaction is crucial to obtain a positive feedback and convert every customer into a potential referral of the immigration consultancy services. It is the best way to promote services and hold the interest of customers. Because of this it is essential to give a personalized solution to their problems and create an atmosphere where the customers feel well treated and are encouraged to recommend the services used by them.

Canadian immigration consultants cannot guarantee a positive outcome in an immigration process, as well as how long it is all going to take. It depends on the Citizenship and Immigration Canada (CIC), not the immigration consultants; the decision is not in their hands. However, immigration consultants can provide services to their clients in a professional way. In other words, they can advice on immigration matters, complete forms and represent them before CIC, Canada Board Services Agency (CBSA) and Immigration Refugee Board (IRB).

It is advisable for immigration consultants play a competent job, honestly, to attract potential clients. Listening to clients’ complaints and resolve those in a timely manner may assure that clients will return and also it will avoid complaints filed before the Immigration Consultants of Canada Regulatory Council (ICCRC). These complaints have the potential of tarnishing their reputation and repeal prospective clients.

It should be noted that immigration consultants must be regulated by their professional body, which will supervise them and will eventually investigate any professional or ethical misconduct. In other words, immigration consultants must be members in good standing of the ICCRC to be able to practice their profession legally. They are considered compensated representatives who charge a fee or receive some other form of consideration in exchange for the advice and representation that they provide.

In addition, according to the bill C-35, it is an offence for anyone other than an authorized representative to offer immigration services for a fee or other consideration, at any stage of an application or proceeding. Authorized representatives include members in good standing of ICCRC, lawyers in good standing with a provincial or territorial law society and notaries, who are members in good standing of the Chambre des notaire du Québec. The penalties for such violation may be from $50,000 to $100,000 and/or imprisonment of up to 2 years for conviction by indictment or $10,000 to $20,000 and/or imprisonment for up to six months on summary conviction. ICCRC takes all complaints seriously when a member or non member contravenes those rules. For non members, such as travel agents, recruiters, HR professionals, educational agents, institutions, caregiver agencies and adoption agencies, among others, ICCRC collects further evidence, build a case and submit it to the CBSA or the RCMP.

There are several tools that may be used on the web by immigration consultants for building a good reputation of their services. Certainly, positive content should be written on it to promote and optimize their businesses on the web. The following are some examples of these tools:

  • social networks (LinkedIn, Twitter and Facebook). All of them help in the positive mouth publicity of the business;
  • blogs. Sharing knowledge about a specific industry and let the readers share their thoughts, it is a good tactic;
  • link. Exchanging a website link with as many websites as possible may be very positive;
  • latest news. Let target public know what’s new in the business
  • newsletters. Sending newsletters to all contacts may be attractive;
  • directory submissions. Driving traffic to a site by submitting articles on directories and letting others know more about the services provided;
  • discussion forums;
  • ads;
  • Wikipedia;
  • testimonials. Definitely, a positive testimonial written by satisfied clients can help to build positive image about the business, as well as third party recommendation always calls attention.

Unquestionably, customer satisfaction matters. It matters not only to the customer, but even more so to the business. Therefore, it directly impacts the bottom line profitability of a business. As a result, it costs less to retain a pleased client than it does to find a new client.

To conclude, good practice in immigration consultancy will lead to client satisfaction. Consequently, satisfied clients will promote the business and bring new clients. Furthermore, they will help to build an excellent reputation to the immigration consultant. Therefore, happy clients are precious and along with a due protection against complaints of an inadequate professional service are the key of prosperity in business. Take care of your clients and in retribution they will be the best promoter of your business.

Paula De Cassia Pimpão
Immigration Program Student at Ashton College
under the tutelage of Jose Godoy Toku


References:

1. http://www.cic.gc.ca
2. http://www.iccrc-crcic.ca/home.cfm
3. Influence of customer advocacy in online marketing
4. Who wants a happy client?

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