treat your customers well! 10 online customer service...
TRANSCRIPT
Treat Your Customers Well!
10 Online Customer Service
Mistakes To Avoid
Brought to you by
Treat Your Customers Well! 10 Online Customer Service Mistakes To Avoid
www.everythingrebrandable.com
2
Copyright Copyright © EverythingRebrandable.com All rights are reserved. No part of this report may be
reproduced or transmitted in any form without the written permission of the author.
Provided you do not alter the content in any way, you do can redistribute this report as is in any
way you wish.
Note: This e-book is optimized for viewing on a computer screen, but it is organized so you can
also print it out and assemble it as a book. Since the text is optimized for screen viewing, the type
is larger than that in usual printed books.
Disclaimer This report has been written to provide information. Every effort has been made to make this
report as complete and accurate as possible. However, there may be mistakes in typography or
content. Also, this report contains information only up to the publishing date. Therefore, this
report should be used as a guide – not as the ultimate source of information.
The purpose of this report is to educate. The author and publisher does not warrant that the
information contained in this report is fully complete and shall not be responsible for any errors
or omissions. The author and publisher shall have neither liability nor responsibility to any person
or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly
by this report.
If you do not wish to be bound by the above, please return or delete this report.
Treat Your Customers Well! 10 Online Customer Service Mistakes To Avoid
www.everythingrebrandable.com
3
Introduction.
“The Customer is Always Right.” Make this the mantra of your online business and you will not
go far wrong.
Making customer service mistakes will be detrimental to the long-term success of your
business. If you want to provide excellent customer service, you need to know the types of
customer service mistakes that are common, as well as how to avoid or fix them. This list will
give you that opportunity.
Mistake #1: Making Them Wait Too Long
Fast access, instant gratification, rapid success, quick response, and speedy delivery are all things
people have come to expect. Patience and politeness often go by the wayside when it comes to
customer service. Customers can be impatient.
If you want to provide excellent customer service, make response time a priority. One way is to
use automation to acknowledge every support ticket immediately. Give customers an
approximate time when they can expect a detailed response. If they know what to expect and
when to expect it, they’re more likely to be patient and calm when contacted.
Treat Your Customers Well! 10 Online Customer Service Mistakes To Avoid
www.everythingrebrandable.com
4
Mistake #2: No Written Policies & Procedures
Display written policies and procedures a in a prominent place to keep expectations realistic and
service quality consistent. They remind you and your customers how things work in your
business. They ensure that you have a plan to look to when there is an issue and your decisions
are logical and reasonable.
Here are a few procedures and policies you may want to include. Address complaints, returns,
refund policies, troubleshooting guidelines, respect, and customer satisfaction. It should all be
written in a customer accessible FAQ.
And not just written – follow the guidelines and procedures, treat customers as you would like
to be treated yourself.
Treat Your Customers Well! 10 Online Customer Service Mistakes To Avoid
www.everythingrebrandable.com
5
Mistake #3: Not Apologizing
One of the worst things you can do is neglect to say, “I’m sorry” when you are at fault. If you
mess up, fess up. Take responsibility, admit your mistake and fix it – your customer will appreciate
it.
However, apologizing too often, or when the issue isn’t their fault or the fault of the company
can seem insincere. Customers may want to hear an apology, but what really matters is what you
do to fix the issue and make amends. If you or the company has made a mistake, accept the fault,
apologize for it and then fix it. If you are not at fault, acknowledge the customer’s feelings of
frustration and see what you can do to help them.
As long as the outcome satisfies the customer, you have done your job. Don’t accept blame when
no one is to blame.
Treat Your Customers Well! 10 Online Customer Service Mistakes To Avoid
www.everythingrebrandable.com
6
Mistake #4: Taking Complaints Personally
Being a business owner and handling customer support yourself can be very difficult. When
people are dissatisfied, they complain. For business owners, it often feels like they’re complaining
about you personally.
Remember, 9 times out of 10, they are not. Don’t take it personally, be professional and fix the
issue, and move on.
If it’s difficult for you to separate your owner role from your customer service role, consider hiring
a customer service representative. When you remove yourself from that role, the complaints
won’t bother you so much.
In addition, the customer will be happier when an “impartial” party is handling the situation.
Treat Your Customers Well! 10 Online Customer Service Mistakes To Avoid
www.everythingrebrandable.com
7
Mistake #5: Arguing with Customers Publicly
NOTHING good can come from arguing with customers in public. There have been some
examples of this that end up going viral. One good example you can read about on Buzzfeed.com
about ABC Baking Company.
Even if you are right, people watching the drama unfold can turn against you or be repulsed by
the unprofessional handling of what should be a private conversation. It doesn’t help your
business at all.
Use the opportunity to show your professionalism and wisdom. Ignore any tirades and focus on
continuing the conversation in the customer support area. Don’t let “trolls” or spammers bait
you into responding. Delete spam.
Treat Your Customers Well! 10 Online Customer Service Mistakes To Avoid
www.everythingrebrandable.com
8
Mistake #6: Ignoring Negative Customer Feedback
Customer feedback is important to your business success. If you are fortunate enough to receive
it, don’t ignore it. Your customer took time out of a busy day to keep you informed. When you
receive feedback, it is a good sign, even if it is negative. It gives you insight into how your
customers feel, what they want, and how you can make changes to benefit your business,
products, and the even customer service.
When you ignore customer feedback, especially the “less than flattering” kind, you lose a golden
opportunity to validate your customers feelings and thoughts. You also miss out on a chance to
build a better relationship, obtain more details, and show your gratitude.
Respond promptly to all customer feedback whether you like it or not. Showing respect and
gratitude for their efforts will reassure them that they are important and have been heard. This
simple action will raise you in your customer’s esteem and keep them coming back.
Treat Your Customers Well! 10 Online Customer Service Mistakes To Avoid
www.everythingrebrandable.com
9
Mistake #7: Disregarding Customer Service Preferences
Knowing your customers’ habits, needs, and preferences is very important to all areas of your
business, including customer service. Almost nothing makes customers more irate than having a
problem, needing quick response and they can’t find the support/contact info.
Their frustration can be compounded if the contact type they prefer is not offered. Customers
know how they communicate best. It may be through email, instant messages, live chat, or by
phone.
To give customers an exceptional customer support experience and cut down on the frustration
and problems (for all of you) offer their top 3 or 4 communication preferences. Add support
options or links in the same prominent place on every page of your site.
The top right corner is a great place but you may also want to add them in the footer or float
them in a sidebar. Keep customers happy by being more accessible by catering to their
communication needs.
Treat Your Customers Well! 10 Online Customer Service Mistakes To Avoid
www.everythingrebrandable.com
10
Mistake #8: Only Considering Immediate Needs
As your business develops and grows, it’s important to plan for future needs. When you choose
a customer service platform consider your immediate needs, as well as scalability for the future.
If you think too “small,” you can stunt your business growth. Think 2-5 years ahead. But, be
realistic.
Do you really need a system that costs hundreds per month? If so, then you must do it. If not,
you can use something else. Don’t use any software for customer service that doesn’t provide
what you need.
Know where you want to go and what you want to do before choosing the platforms that will
build your business properly from the start. It’s easier (and cheaper) to keep a customer than
find a new one.
Treat Your Customers Well! 10 Online Customer Service Mistakes To Avoid
www.everythingrebrandable.com
11
Mistake #9: Avoiding Personalization
Even though most customers are smart enough to realize that automation plays a role in
personalization, data shows that it’s appreciated. But you want to ensure that it really works.
Test out any personalization you try to ensure that it looks right and doesn’t show up something
that is awkward or wrong.
The more personal you can get with your customer service messages, the better off you’ll be.
Customers will feel like they were heard and understood. You can also personalize messages by
segmenting your audience emails. Sending customers promos on topics they don’t want, tips
your hand and they wonder, “Why am I getting this?”
Treat Your Customers Well! 10 Online Customer Service Mistakes To Avoid
www.everythingrebrandable.com
12
Mistake #10: Not Saying Thank You
One of the most important things you can do to please your customers is to tell them, thank you.
You would not have your business without them. Your customers are the lifeblood of your
business. Everything you do is for and about them. Therefore, find ways to show your
appreciation to them for each purchase, testimonial, comment, feedback response, and more.
The more appreciative you are, the more they will support your endeavors.
Treat Your Customers Well! 10 Online Customer Service Mistakes To Avoid
www.everythingrebrandable.com
13
Conclusion.
These top-10 online customer service mistakes are important to remember. If you do, your
customer support will stand out from the competition and you’ll retain customers for a very long
time.
This is particularly true in the information marketing arena, where so many of your competitors
will NOT follow these rules and often treat their customers with disdain. So when you go that
extra mile and provide good personal customer support, your customers will not forget it - and
will trust your recommendations and buy more of your products.
I hope you found this short report useful, and it has opened up some possibilities for you on how
to see more success online
If you would like to see a case study about making passive income, click the link below now…