BornEntrepreneur

Many people run online stores because the overhead is low and the time commitment is flexible. One thing to worry about, though, is neglecting to place importance on high-quality customer support. I look forward to reading more books about customer support in the future as I’ve begun to realize that it’s not just being nice to your customers. There’s a science to it. Some of these notes may seem like common sense, but if they’re not in your arsenal, then you may be hurting yourself more than you realize. Just like Gladwell wrote in The Tipping Point, “small things can make a HUGE difference.” Maybe amazing customer support can be your tipping point.

###

Delivering Knock Your Socks Off Service

by Ron Zemke and Kristin Anderson

1. Use “I” instead of “they” or “we” in your communication
2. Never over promise just to get a sale. Service doesn’t end with the sale. It just begins. Keeping the promises you make and only making promises you can keep is what reliability is all bout.
3. People don’t buy because they are made to understand. They buy because they feel understood.
4. Always write to customers on 8.5×11 size paper because it will not be easily lost.
5. Email tips – reread email before you click send. A cold impersonal tone tells customers you think them like a number.
6. How to say thank you – send a follow up note after purchase. Personalize it. Customers hate form letters.
7. When it’s necessary to say sorry, but it feels like saying “I’m sorry” is taking on too much of the blame, instead say “thank you for bringing that to my attention.”
8. Don’t use a scapegoat to take the blame for your mistake — it tells your customer that your company is not working as a tight-knit team
9. Your internet site should have things available within one click
   a.  help
   b.  product availability
   c.  billing
   d.  order confirmation
   e.  delivery tracking

Popularity: 5% [?]

Related posts: