| Customer service has never been worse than it is in | | | | do business with you again even when you roll out |
| today’s business environment. With companies | | | | new products and services. Here’s three ideas for |
| trimming their budgets as much as possible, there | | | | you to implement that will not take excessive time or |
| isn’t the time or money to spend on customer | | | | money but will increase customer satisfaction and |
| service skills. If it can be automated, it gets automated | | | | customer loyalty: |
| no matter how inconvenient it is for the customer. | | | | 1. Follow-Up Personally with an Irate Customer |
| How many times have you been ready for the now | | | | Running a business is like having a new adventure |
| familiar message “please listen carefully for our | | | | every day. You can never be surprised when the |
| options have changed” only to find yourself | | | | unexpected happens, only be ready to deal with it. |
| screaming at the phone after one too many option | | | | When things go terribly wrong for your customer, have |
| levels? Hey – it works for the business – it | | | | someone follow-up with a phone call. You may be |
| keeps their operating overhead down – they | | | | surprised to learn that Internet shoppers think of online |
| don’t have to staff as many people as they used | | | | businesses with a bit of celebrity stars in their eyes. It is |
| to because the call tree does the job on auto-pilot. No | | | | totally unexpected that an online business would call |
| late or sick employee to worry about. No customers | | | | them to apologize for any inconvenience and make |
| complaining about your phone receptionist cutting them | | | | sure the issue was resolved to their satisfaction. |
| off or having a bad attitude. | | | | I’ve done it – it works like a charm every time. |
| When you stop to think about all the conveniences we | | | | 2. Use Words and Phrases Guaranteed to Calm Any |
| have lost over the years, it’s pretty astounding. | | | | Customer |
| Doesn’t it seem like we’re doing more with all | | | | Customers enjoy the speed of the purchase and the |
| the automation that was supposed to make our lives | | | | anticipation of the immediate download shopping on |
| easier? No more secretaries; we have a computer. No | | | | the Internet for digital products. Things can go bump in |
| more gas jockey; we can do it ourselves and we | | | | the night at any point in the purchase process, even |
| even get to watch TV while we’re pumping. | | | | getting to the download page. Make it easy for your |
| Nobody to answer your call or tell you when they will; | | | | customer to report the issue by having at least one |
| you can leave a message. | | | | method guaranteed to get results within four hours. |
| I don’t know about you but all this convenience can | | | | And then be sure you always include “we |
| be very frustrating for me. I can’t ever sit back and | | | | apologize for the inconvenience”, “please reopen |
| let somebody else do the task because I’m | | | | this ticket if further assistance is needed”, “thank |
| expected to use self-serve. I remember the days | | | | you for notifying us of this problem”, “please”, |
| when service people were expected to be extremely | | | | “thank you”, “we’re so sorry for the |
| helpful. We have begun to expect poor service and | | | | delay”, etc. This type of acknowledgement lets the |
| we are no longer surprised when it occurs. | | | | customer know that you care. Isn’t that really what |
| This is the perfect time for small businesses to step up | | | | we want? |
| and offer that which cannot be offered by the big | | | | 3. Give the Customer Value for Their Inconvenience |
| companies. Convenience is such a big selling point, how | | | | New people are coming to the Internet every day so |
| about offering customer service as a convenience for | | | | you should expect and plan for the “this is my first |
| your customers? Many small businesses are run by | | | | time” issues. One way you can do that is to |
| owners that are too busy running the business to | | | | provide your customer with more information than is |
| implement good customer service on the Internet. In | | | | required to resolve the issue. For example, solving the |
| fact, customer issues may be rare and infrequently | | | | issue and telling your customer how to prevent a |
| occurring, but as the business grows good customer | | | | similar issue in the future will assist them in using the |
| service becomes a necessity. The business owner will | | | | Internet and they will greatly appreciate the extra time |
| eventually find it difficult and overwhelming in the long | | | | and effort your business took to assist them. |
| run. | | | | Combine all three of the above ideas and you will |
| The post sales process is just as important as the | | | | provide customer service few have seen on the |
| initial sales process when it comes to customer loyalty. | | | | Internet, let alone in many offline businesses today. |
| A poorly treated customer will not have a reason to | | | | |
