Has sincere, warm customer service disappeared? Customer service has not disappeared, but has changed with the advancements of our online businesses. Face to face service is slowing down with the usage of the online stores, but customers still look for the warm friendly service that is slowly fading away. It does not need to fade away. Actually warm friendly service needs to increase.
How do you put customer service back into your online internet store when you do not receive face to face interaction?
Today, finding customer support is as simple as writing an e-mail or picking up the phone. But, even though you’re not face-to-face with your customers, you still leave a lasting impression. Do you come across as caring and competent, or menacing and mechanical?
Offering stand-out service on the Internet isn’t difficult,but finding great customer support is rare. Take these simple steps towards face-to-face service in the digital age:
- Give Each Customer a Personal Response
- Be clear, but sincere
- Offer live customer support
- Give each customer a personal response
When a customer sits down to e-mail your business, it’s because he needs help. He chooses e-mail because it’s quick, but his request still needs a personal response.
You maybe able to use some automation in your customer support, but do not completely automate the interaction. Customers are looking for genuine concern for their situation or problem. They are also looking for sincerity, and warmth.
Businesses wanting to save time and money often take automation too far in their customer support. Each customer has a unique question, and deserves a unique answer. Even if you save time by copying and pasting stock replies, change the opening and closing to make the message sound less robotic.
Be Clear, But Sincere
When responding to customers’ e-mail, be sincere and to the point. Before sending a message, try turning the tables. Ask yourself, “Would this answer satisfy me if I were the customer?”
Offer Live Customer Support
E-mail has become an acceptable form of communication. But, live customer support is still necessary. Be very clear to solve your customers problem and not overwhelm them with a lot of information.
Single your business out from the crowd by providing customers with a real person to talk to. Live phone support is an invaluable way to foster trust. Your phone number is the answer he’s looking for.
Too many e-businesses skimp on customer service, hiding behind web sites and message boards. Customer support is an integral part of every company, even those operating solely online. Be one of the few to offer stellar service, and gain customers for life!
