Customer Service is just as important today in a technology driven world as it ever was in a brick and mortar world. Just because we do most of our business in virtual stores we are dealing with real customers who want and deserve REAL service and support.
In the first installment of this series we discussed the value of giving each customer a personal response. Even if we are using the company line and standard messages, we can add an opening and closing to make the message personal.
STEP TWO: Be clear, But Sincere
The second important aspect of bringing back Customer Service in a digital age is to be clear and sincere in your message. When you take the time to respond to a customer’s email, be sincere and to the point in what you say. Before you hit the send button, turn the tables and play the part of the customer. Ask yourself this question, “Would this answer satisfy ME if I were the customer?”
If you answer yes, the send the message and move on to the next. If, however, you answer no, then take the time to give the customer the help they deserve. It might mean the difference between a satisfied and loyal customer and a credit card charge back!
About Alan Smith
