It used to be that if you did not have high quality customer service, you were doomed to fail. Now you can go into stores, whether it be brick and mortar or virtual, and you are fortunate if you even get your questions answered. Today, technology is making it easier for businesses to provide a high quality, real time customer support and service better than ever. The danger with the use of technology, however, is you run the risk of impersonal, automated, general assistance that is cold and impersonal.
Offering stand-out customer service over the Internet isn’t as hard is one may think, it is however rare. This series of articles is to provide four simple steps to provide old-style service in a new-age environment.
STEP ONE: Give each customer a personal response
When a customer or client sits down and takes the time to send your company an email, it’s because they truly have a need or an significant issue. They have chosen to use email because it is quick and easy, but their request still warrants a personal and meaningful response! Just because it is email does not make it any less important.
Companies who are eager to provide quality customer support and service recognize that automated email responses to their customers emails is not really customer service. It saves time and money, but each customer has a unique question or concern and deserve a unique and specific answer. Even if you chose to use your companies stock response, take the time to alter the opening and closing so the message does not sound as robotic. Include their name and reference their email.
Small amounts of time spent making each response personal and unique, will send the message that we care about our customers.