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Customer Service

Putting the “Service” back in “Customer Service” – Part 4 of 4

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CustomerServiceCustomer Service is just as important today as it was before the birth of online business.  We now offer customer support via email or other online methods.  This does not mean that we are limited in how effective our support and service can and should be for our customers.

In part one we addressed the idea that each customer is unique and deserves to have a personal response to their problem or issue.  The second part of this series was about being clear and sincere in our response to clients.  If the answer would not satisfy YOU, do not send it to a customer!  The third step in quality customer service is offering live customer support.  Your clients deserve to get the correct information from the source.

STEP FOUR: Make sure your Support reps have all the answers

The highest quality phone systems with the latest technology will do your client no good if your staff does not know your product or services!  Your reps should be knowledgeable, warm and friendly, and willing to help with any aspect of your product or service.  This generally means there needs to be quality training and development, but if your customers are important to your business, this training is vital.

It is a good feeling to be able to talk to someone who is confident with the product or service.  It’s even better if he is knowledgeable enough to solve problems without having to escalate the call to another department or team.  When your customers are able to get quality support from a single rep, they are more satisfied and view your business more favorably.

Putting “Service” back in “Customer Service” – Part 3 of 4

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We have been looking at how to build a quality customer service program for your online business. The first article looked at giving personal responses to customers emails. Even though you may be using the company approved responses, make the message personal. The second article discussed the need to be clear and sincere in your email responses. If you wouldn’t be satisfied with the response if you were the customer, don’t send the message.

STEP THREE: Offer Live Customer Support

Email has become an acceptable form of communication, however, live customer support is still necessary. The internet is filled with information to the point of overloading your customers. It is your job to help provide answers to their questions in a professional manner.

Set your company apart from the competition by providing customers with a real person to talk to. Live phone support is an invaluable way to cultivate a level of trust with your online customers. When a customer has reached the end of their Internet rope, and need some quality HELP, your live support is the answer they have been looking for.

Putting the “Service” back in “Customer Service” – Part 2 of 4

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ApathyCustomer 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!

Putting the “Service” back in “Customer Service” – Part 1 of 4

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customerserviceIt 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.