You hear a lot of people say "Customer Service is King", which means customer service is very important. In hard times taking good care of your customers is VERY important, because you donít want unhappy customers talking about your product or service.
In the website area, this means having good contact information that will connect a customer to a person at the company who can actually help the customer, by answering questions or resolving his/her problem. Most small companies do this well because the owner is often the one who works with the customer.
In large companies they may have a call center staffed by people who basically read from a script and can normally be of very little help. I have been dealing with the customer service departments at a large electronics company for several weeks about a problem. So far I have not been able to talk to anyone with the authority to resolve my issue. Sometimes it seems like big companies do not care about their customers.
Donít be like some big companies; take care of your customers the first time.
Some things you can do:
- If you get asked the same questions on a regular basis, add an FAQ (Frequently Asked Questions) page to your website. This may save you and the customer time.
- Be sure that the contact information on your web site is correct.
- Train your staff on how to handle customers and resolve issues.
- If the customer is told they will be called back, be sure they get that call.
- Be sure that your staff keeps you informed about any problems so you know what is going on.
Remember as a manager or owner you "cannot fix problems you don't know about."
In hard times, good customer service will help you keep customers and help you get new customers.
The goal of this newsletter is to provide you with information and ideas that will allow you to improve your
web site and your business.
Call Joe at Borsche
Digital, LLC today at 630-310-8612 to set up your free
web site evaluation, a $100 value, to see how we can help your business by improving
your web site functionality.
Borsche Digital, LLC