Customer service has become something of a forgotten talent. Today most customers are more likely to email in a complaint or question instead of calling.
All businesses need a good customer service system as it is vital. Because there is no way for you to determine whether or not all your clients' interactions with your company are positive since you don't deal with them face-to-face, it is even more critical in internet marketing. It's quite true, that you can easily learn online customer service skills, just as you can with face-to-face customer service. At first, it might seem overwhelmingly difficult, but it really isn't - even if you are a novice. In this article we will teach you a few keys to making sure that you practice excellent online customer service.
The first thing you should do is think from your customer's perspective, and try to provide for their needs and wants. Is it easy to navigate your website? Is the purchase process simple? Did you have a return policy, is it easy to understand and does it actually help you? People that are able to process from a buyer's perspective will have far fewer problems than those that do not in regard to customer service. When you cater to them from the start, you run less risk of alienating them in the future. This saves so much time, but most Internet Marketers find this one simple step very difficult to implement.
Via customer service interaction, you could even convince your customers to make another purchase as long as you are careful when it comes to your approach. This shouldn't be your main priority when a client calls in with a problem. It's a great way, though, to sell more services or products and to improve your profit margins, as long as you do it subtly. However, you need to be very careful. You don't want to offend your customer with a sales pitch. Remember that the goal is to keep them, not shoo them away!
Keep the apologies to a minimum. You need to say sorry at least once. Just stating "I apologize for the situation created" should be sufficient. Anything more than that and it becomes annoying. Excessive apologizing can make people feel as if you are talking down to them, which will only amplify their irritation over the trouble they are having. They need to be aware that you are apologetic. More often than not they don't want you to flog yourself (the few that do won't be satisfied with any result, which is something you're just going to have to learn to deal with). Customer service is something that we all tend to take for granted as knowing that it is something that we can do. Really, customer service - online customer service in particular - is a learned art form. Making the customer happy, and taking care of the problems that arise, are things you need to learn how to do. The tips we've talked about in this article are just a jumping off point. As you keep working you will learn plenty of others.
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