Have you ever been fortunate enough to experience this extinct
concept called 'customer service?' If so, you're one of the few that has yet to
experience true customer service online. More often that not, we get terrible service, discourteous service, or complete and total lack of service. Sound familiar?
Have you ever sent questions to a company you were thinking of buying from, but only half of those questions answered? Or not answered at all. And, the one's that were answered were only HALF ANSWERED themselves? If so, did you follow through to buy from them? Probably not.
These are all things we need to think about and take VERY seriously as online vendors/sellers. Not only will offering excellent customer care set us apart from the majority, but will also increase sales and profits when our clientele realizes that we actually DO care weather they leave with a quality product or service and with all of their questions answered.
So how do we ensure that our customers genuinely feel cared for, and their business valued? Take the following common sense steps to stop customer complaints BEFORE they start:
1. Answer all questions thoroughly and enthusiastically.
When someone asks questions about your product or service, they're expressing a STRONG interest in buying what you have to offer. Don't force their spending dollars elsewhere by sending incomplete answers or taking days to respond to their e-mail And when you do write back, don't make your prospects feel like the response was a chore. After all, if they knew everything you know,they wouldn't need to buy what you're offering.
Feel honored to explain the answers to their questions, and make sure they understand, 68% of customers don't follow through on the sale because of a perceived ATTITUDE *or* INDIFFERENCE toward them by the owner, manager, and employee, So remember, they choose to do business with you! Realize that decision, and honor them for it.
2. Take measures to guard against preventable disasters.
This one speaks for itself. Think like sticking to established policies comes to mind. An online contract is mutually agreed upon by both the provider and the consumer. Don't jeopardize client relationships by going against contract terms, and don't try to invent conditions later on down the line. If there isn't a written or verbal agreement, its not enforceable.
Not only can this type of practice lead to a fat lawsuit, it's just plain unethical! Fewer surprises equals happier customers.
3. Find a way to resolve the complaint fairly...then stick to your word.
In most cases of dissatisfaction, your customer will ask for a refund. However, don't make the common mistake of thinking that refunding their money is the end of the problem. If you do, the customer won't be leaving with anymore than they started, except for a disappointed experience with your company..and that's NOT what you want. So, you might correct the situation AND offer them something of value for there time and trouble.
4. Follow up on your customer's complaints to be sure that their needs were properly met.
After you take that special action to win your dissatisfied customer over check back with them after a few weeks. This doesn't have to be anything more than a quick e-mail to see if they need anything else, and to see if the arrangement you made for them has been working out.
5. Treat every customer as your most highly valued Customer(s)
Knowing how to satisfy customers and KEEP them satisfied are both very important parts of excellent customer care. Whether it be before or after someone has done business with you, make sure that it's always a pleasant experience, and give then as much personal attention as you can possibly can.
If you know how to effectively resolve customer complaints, rebuild credibility with follow up letters and calls, and make sure the customer feels valued, you'll never be short of business OR Profit.
Thanks for reading this, and may your business be blessed like mine has been.