 Putting
The "Service" Back In "Customer Service"
By Sean Cohen 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.
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