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Putting The "Service" Back In
"Customer Service"
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
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!
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:
www.aweber.com
Watch this Video to Learn how easy it is to get started
with the AWeber email marketing solution.
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