It seems that most businesses, during these tough economic times, are concentrating on offering exceptional customer service to retain valuable customers and gain new prospects. A common goal – offering great support while hoping to set themselves apart from the competition. For internet based businesses, this can be more challenging to accomplish than with a traditional brick and mortar business.
Internet businesses face the challenge of connecting with their consumers on a one-on-one basis even though they are not face-to-face. This is one instance that technology can be more of a hindrance to your business than a help. It’s imperative to make sure your customers feel that they are valued and that they matter. It’s easy to hide behind your internet presence but that won’t help you retain customers and grow your business.
Putting The “Service” Back In “Customer Service” offers 4 steps that can help you satisfy your customers needs and concerns. In this article, Cindy Marlowe points out the need to make you and/or your staff available to answer calls live and in person. It can be frustrating and overwhelming, for your customers, if you limit contact with your business solely via the internet. Providing a toll free customer support number is just one way you can provide the support your customers crave and expect.
Customer service knows no boundary, whether it be online or in the physical world quality customer service keeps customers coming back.
Matt
You are right about being able to talk to someone instead of waiting for an email. Even if our customers email us with a question, we usually phone them. If there is a time difference we email an answer and offer to phone them on Skype when it is the best time for them. Lucky no 2am phone calls so far.
Usually they are surprised and happy we called and it also helps us to get to know the customer better and understand their problem.
I agree to that certain feeling of security when someone initiated to call me over the phone to solve my problems quickly.
And as you said Matt, it’s boundless!
It’s easy to hide behind your internet presence but that won’t help you retain customers and grow your business.
–Oh, I can’t understand why someone have to hide? Why do you think some people do this? Do you have any idea? Haven’t they realized how important this internet presence is?
Oh well, it’s so sad for them Luz that they don’t realize why there are thousands of websites every minute. And why others bother for significant top listings in search engines results.
[...] writes for Small Business CEO about how to satisfy Internet customers. Two things: have able people to answer calls and private messages. But more importantly, to not [...]