| |
| |
|
Customer Service Information |
|
|
|
Putting The Service Back In Customer Service
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: http://www.aweber.com/lcs.htm
MORE RESOURCES:
Google News |
 |
|
|
RELATED ARTICLES
Clients... and 38 ways to communicate with them As Alan Weiss (guru to the savvy consultant) says: "It is actually difficult to contact clients too much. It is easy to fail to contact them frequently enough. Leverage Customer Capital First If you're still dreaming about raising outside capital for your business before you have any paying customers, I've got a nice big bucket of ice water to throw on you. Wake up! The cold reality is that investors aren't interested in your business idea unless you can demonstrate that you've got customers who are actually willing to buy. The Drawback of Hacking Off a Blogger Through Weak Process Gaps and Pathetic Customer Service With all of the recent data theft in the financial sector, it is important to make sure that we don't go crazy trying to protect ourselves from risk. Risk management does have a value but this value lies mostly on the front end. Customer Satisfaction and the Service Business The relationship between customer satisfaction and success of a service business is a direct one. Customer satisfaction measurement, however, is a much more complex matter. What You Need to Know About CRM 1. It's all about the customer. Service Equals Performance Equals Service Service can be described as a "performance" of some kind involving two parties whereby one party is the benefactor and the other party is the performing party receiving some type of monetary payment. The value of the Service depends on the personal experience of the benefactor. Writing The Book On Great Customer Service Q: One of the big chain bookstores recently opened up near my small book store. Already I can see my business starting to decline. DONT Give Your Customers What They Want! One of the mantras we hear repeatedly in business is "The customer is always right." I'm here to tell you that if you want to build a thriving business you need to forget that saying, and take note of Payne's Law #1 "The customer is always right- some of the time. Committed To Your Customer? Prove It When They Complain! Businesses like to brag in their advertising about quality of work, commitment to their customers, and excellent service. These statements are also proudly advanced in Mission, Vision, and Values Statements. Should I Have My Company Mystery Shopped? I wish I had a nickel for every time someone said to me, "Oh, you do Mystery Shopping; I always wanted to do that!" I think most people do find the thought of posing as a customer and reporting back on how they were treated, rather intriguing. But there is a lot more to it that skulking around in a trench coat and spy glass!I believe most companies have taken the plunge and decided that it really is important to conduct frequent "mystery or secret shops" of their businesses. Are You Satisfying Your Customers? The latest report from the American Customer Satisfaction Index (Michigan School of Business) reports the following:Customer dissatisfaction with the quality goods and services offered in the marketplace is more than a nuisance. The US economy is heavily dependent on increases in consumer spending. How Not to Get Stiffed, Improving Your Collection Procedures Some businesses have slow paying customers or past due balances because they didn't "train" their customers in the beginning.It is important that your customers know your credit policy and/or terms of payment, BEFORE they become a customer. Responding to Complaints It's possible that in the course of your business dealings, you may (just may) have to deal with a complaint from a customer or client .. What Type Of Software Is This? The other day while at the book store, I came across some accounting software CDs strewn with other CDs and books in garage sale box.How can any self respecting businessman (even a small one at that) pick up a copy of this cheap sale accounting CD from the box for his business to use? He'd think "what type of accounting system is this that would end up in a garage sale?". Your Voice Print "Mountains are built one pebble at a time and climbed one step at a time." This is a quote of mine that I personally put into practice each day as I progress towards fulfilling my WHY in life. One Critical Question to Ask Yourself Every Day What happened to the old saying, the customer is always right? I'll bet every one of you reading this article has a "customer service nightmare" story to tell. My most recent nightmare experience took place recently when my business partner and I went in to a wireless phone store to purchase two new pda wireless phones. What Every Employee Should Know About How to Prevent Customer Service Conflicts There are five techniques that have been proven to be effective in resolving, minimizing, and preventing conflicts. And by conflicts I am referring to any of the following that may take place between two or more people: misunderstanding, miscommunications, arguments, disagreements, mixed messages, fighting, etc. Outsourcing: The Unspoken Costs Outsourcing seems to be the new-new thing and approximately 50% of our major corporations are doing it. What are the costs? The benefits? And what skills need to be managed in order to make it work optimally?Let's get a clear understanding of what we mean by outsourcing: it's the shifting of easily codified jobs - such as help desk support, call centers, system maintenance, and programming jobs - to countries that can manage them more cheaply. Customer Service Tips for Mail Order Businesses Can we be too good to our customers? No way! Our customers are the backbone of our business! They're right no matter what! But I'm sorry to disagree with you. As small, honest and legitimate businesses - we have a tendency to place our product quality above money. Customer Conversion Mistakes That Will Cost You The following are common mistakes that Sales Managers and Owners make in the sales process which could be costing you thousands or even hundreds of thousands in lost revenue.- No system to capture and log prospect information/contact data on incoming ad calls.
|
| home | site map |
| © 2007 |
