Putting The "Service" Back In "Customer
Service"
By Sean Cohen
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
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!
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.
Looking for FREE, high-quality web site or e-zine
content?
topsite.jpg)
