| |
| |
|
Customer Service Information |
|
|
|
How to Provide Instant Customer Service
Customer service is an essential component of any business. Clearly, if you work alone your business thrives on good customer service. But what if you run much of your business online? How do you provide excellent customer service 24 hours a day seven days a week? Here's an idea which is working for me. One of the challenges of an online business is having constantly available support - especially if you are a small business or a self-employed, lone worker. People want instant answers. They expect replies to emails in the same working day. Many people seem to want even more rapid replies. However, most technical support and customer support call centre staff will tell you that something like eight out of every ten calls are about the same concerns. If you run your own online business, you'll probably discover too that many of the customer service requests you get are generally about the same difficulties people are having. I looked at the calls and emails I was getting about my online information products and realised that there were eight common questions which I received from customers who had purchased an ebook from me. Naturally, in trying to provide good customer service I contacted each individual and dealt with their concerns. Each time I was able to ensure that I retained their custom. But the problem was it was taking me time. So, here's what I did. I set up an email which contains the answers to all eight questions. Then I created a new email address which is included in all my sales receipts. I ask people who have any questions or concerns about their purchase to send their question to that special email address. Of course, the special email address is an autoresponder. What happens is that as soon as someone has sent in their question, they get an immediate reply. Because the reply contains answers to almost all the support questions I get, it is usually instant customer satisfaction. Plus it means I don't have to spend time on the query. The autoresponder repeats the subject of the customer's email within the text, making it look more personal. Also, because I get a copy of their incoming email I can see whether their question is answered within the autoresponder message. Usually it is. I can then send an email asking if they need more details or if their question has been answered. But I don't have to do this straight away. That's because the autoresponder has provided a good level of customer service. So, using an autoresponder can provide high levels of customer service, helping you maintain customer loyalty. If you want to see my autoresponder in action, just send an email to: support@grahamjones.biz Graham Jones is a psychologist who has specialized in the way we use the Internet. He is an expert on information products and runs Infoselling.com where you can get a FREE report on how to sell your own infoproducts.
MORE RESOURCES:
Google News |
|
|
|
RELATED ARTICLES
Say It With Humor When you own a business, you may find yourself in situations that may be a little tricky to handle. Dealing with customers who steal is one of them. Invalid Excuses for Poor Business Results - The Weather Note to Kmart: It wasn't about the weatherIn the 1970s Kmart was the retailer to beat. No matter what happened, they seemed to turn profit. Revealed - A Simple Formula For Success! Exceeding Expectations Delight = Customer Expectation plus 1. This was the simple formula for delighting your customers that Ken Blanchard informed us of in his book "Raving Fans" For me this is a great formula, but in itself it also raises a number of questions. Oil Change Customer from Hell or Hoax; You Decide Evacuation, "E-Vac" Oil System for Oil ChangingHow do most mobile oil change companies remove the used motor oil from the crank case? Well they "Evacuate it" or in the industry we call it "E-VAC" and this means we suck it out of the dip stick tube with a thin tube which is pushed into the crankcase. Many wonder will this get all the oil out? The answer is not all the oil. Customer Service Has Moved Toward Customer Care As I waited for an answer to my VCR inquiry from a stereo company, the recording stated a "customer care" representative would be available shortly. At that moment, I realized it's finally catching on everywhere. Over Deliver - The Key to Customer Satisfaction Client satisfaction starts with meeting or beating the contractual obligations of the relationship. There are also some intangibles that can help you to over deliver to a client. What Every Manager 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. Mastering Challenging Service Situations During the course of everyday business, many of you encounter unsatisfied customers. How you and your staff handle these situations, will shape your service image and ultimately your bottom line. CEM Can Improve Customer Loyalty 'A 5 percent increase in customer retention increases profits by 25 to 95 percent.''The greater the loyalty of customers, employees, suppliers, and shareholders, the greater the profits reaped . Foolproof Customer Service Strategies (That Only A Fool Would Try!) Ever notice how customer service varies from store to store? You walk into some stores, and before you can say "Buzz off!" a salesperson asks "May I help you?""No thanks.""May I help you?" asks another. If Everyone Thinks They Give Good Service, Why Do We As Customers Think Its Poor! First of all let's look at what customer service is all about.If you go into a shop and talk to anyone who works there you expect to be treated with respect, not sold to and to have en enjoyable experience. What Every Employee Should Know About Putting Positive Phrases Into Customer Service If you were a customer on the telephone with a question or complaint and were ready to make big purchase, which of the following phrases by this employee would make you feel welcome and want to complete your transaction? Which would drive you away?* I'm sorry. I didn't get that. Restaurant Scheduling for Success - Excerpt from Richard Saporito's latest e-book "How to Improve Dining Room Service"This Tip will Help Maintain the Staff Schedule Keeping the Dining Room Service Staff Tight and Content which is Essential for Pleasing Paying Guests.Staff scheduling is closely tied to dining room customer service and crucial for keeping your staff tight, happy and well connected. Doesnt Anybody Work Here? Nametags Impact Employee Communication Walmart was the first business to require all its employees to wear nametags. (There's a surprise!) Sam Walton created this initiative because he wanted his customers to "get to know the people they bought from. Whats Love Got To Do With It? Customer Loyalty, we all want it. Don't we?Some people say it's dead - they say that customers are fickle, that they don't want loyalty, that they just want the lowest price and the fastest way to get it. Customers - What They Really Want - 6 Secrets of Customer Service What customers really want can be divided into two areas.Firstly - they want the core service of your business to meet their needs. The Dissatisfied Customer We, as small business people, naturally dislike complaints from our clients and customers. Because we're intimately involved with our home businesses, small businesses, or freelance careers, any complaint takes on a personal commentator. Quality vs. Quantity There is a battle in Call Centers. The teams are Quality vs. How Do You Create Customer Loyalty? Another sad fact of life is that these days, very few customers are loyal. Most of their loyalties lie with their bank accounts, and you can't blame people for watching their shrinking dollars. How to Walk the Floor and Talk to Customers This may seem a strange topic to introduce. Yet, it is the most under-used skill by many retail managers, but one of the most important roles in their supervision.
|
| home | site map |
| © 2009 |
