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:
http://www.aweber.com/?205620
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