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?
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!
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?"
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
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.
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!