Other than the current buzz words, customer service has changed very little since commerce first began. If you want a customer to buy from you again, and to recommend your product or service to others, complaints or problems must be handled properly.
“A satisfied customer will tell five people about their experience, a dissatisified customer will tell twenty-five!”
The Internet is an impersonal place to shop. Because of this, the online customer feels little loyalty to you or your company. Many online shoppers won’t restrain their anger and upset either. They feel safe behind their anonymous email address. Therefore, in responding to a complaint, you must quickly establish rapport with your customer. To do this, your phone skills and email etiquette must be exceptional. You won’t likely get a second chance to make the right impression.
Here are some tips to put you on the right track:
1. Don’t give stock responses when customers are not asking stock questions! Take care to answer every question or concern that a customer poses in an email. There’s nothing worse than getting back an email from a business owner or their customer service representative that doesn’t address the concerns you stated in your email, gives canned responses to what you asked, or makes you feel like a nuisance”¦or a dummy!
2. End the call or email on a high note for the customer. They’ll remember your last words best. In other words, don’t end the conversation by saying, “And I’m really sorry you didn’t receive your widget when promised.” Say, “Martha, your widget is on my desk right now. I’ll be packaging it right after this call and I will take it to the post office myself.” Now stop talking! Don’t be tempted to apologize again and remind them of the problem. Leave customers with the good taste of a resolution in their mouths.
Read the rest of Ten Online Customer Service Tips