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
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
