PUTTING THE "SERVICE" BACK IN "CUSTOMER SERVICE"
The future of customer service is here. Technology has made
seeking out support faster and easier than ever. But, has your
digital age company sacrificed true service in the name of
automation?
Today, finding customer support is as simple as writing an
e-mail or picking up the phone. But, even though you're not
face-to-face with your customers, you still leave a lasting
impression. Do you come across as caring and competent, or
menacing and mechanical?
Offering stand-out service on the Internet isn't as hard as it
is rare. Take these simple steps towards old-style service in
the digital age:
- Give Each Customer a Personal Response
- Be Clear, But Sincere
- Offer Live Customer Support
- Make Sure Your Support Reps Have All the Answers
GIVE EACH CUSTOMER A PERSONAL
RESPONSE
When a customer sits down to e-mail your company, it's because
he needs help. He chooses e-mail because it's quick, but his
request still warrants a satisfying and personal response!
Companies eager to save time and money often take automation too
far in their customer support. Each customer has a unique
question, and deserves a unique answer. Even if you save time by
copying and pasting stock replies, change the opening and
closing to make the message sound less robotic.
BE CLEAR, BUT SINCERE
When responding to customers' e-mail, be sincere and to the
point. Before sending a message, try turning the tables. Ask
yourself, "Would this answer satisfy *me* if I were the
customer?"
Take that extra moment to give your customer the help he
deserves. It might mean the difference between a satisfied
customer and a credit card chargeback!
OFFER LIVE CUSTOMER SUPPORT
E-mail has become an acceptable form of communication. But, live
customer support is still necessary. The plethora of information
available online can be overwhelming to customers, especially
those new to the Internet!
Single your company out from the crowd by providing customers
with a real person to talk to. Live phone support is an
invaluable way to foster trust. When your customer has reached
the end of his Internet rope, and just needs *help*, your toll
free number is the answer he's looking for.
MAKE SURE YOUR SUPPORT REPS
HAVE ALL THE ANSWERS
The presence of phone support will do no good if your staff
doesn't know your product! Customer support reps should be warm
and friendly, and willing to help with any aspect of your
product.
What a good feeling it is to talk to someone who feels confident
in his product. It's even better if he's knowledgeable enough to
solve your problem without transferring you all around the
company!
PROVIDE STAND-OUT SERVICE;
GAIN LIFELONG CUSTOMERS
Too many e-businesses skimp on customer service, hiding behind
web sites and message boards. Customer support is an integral
part of every company, even those operating solely online. Be
one of the few to offer stellar service, and gain customers for
life!
About the author:
Customer Service is becoming a lost art, but Sean Cohen wants to
make sure that never happens at AWeber Communications! Find out
what service is meant to be:
http://www.aweber.com/a/p163/lcs.htm
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