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If you would ask us one
reason that has made us so successful as a company, it
is: service. Unfortunately, while almost
all companies talk about customer and service, but the
reality is often quite different. The same
companies pay the customer service staff poor wages,
the jobs are often outsourced or even offshored, and
there is a general feeling that customer service is a
cost center. And you know what that means.
Cut, cut, cut! You will not be able to provide
delightful customer service if all you think about is
how can you cut some cost there.
What have we learned about customer services?
- Everybody who approaches you is a
'customer'. Even if someone has never
conducted any business with you or has never
reordered or keeps talking bad about you, this
person could very well be a customer if you treat
her or him right. We know that companies
often talk about dropping unprofitable customers
but they are essentially planting seeds of their
own demise. The reason we say that every
point of contact can be turned into a pleasant
experience is that once we treat our customers
right they are more likely to do business with us
and also go tell five other people about how good
we are.
- Now that email has become the primary mode of
communication and your customers and potential
customers can communicate with you even when your
office is closed, make sure that no email gets
ignored. Within the eCreativa
network of websites, a human being still reads
all emails and writes an answer if one is
needed. Our customers love us for that and
are often surprised that we respond to their
messages. In fact one reason why our
websites are so popular is that people talk about
our excellent service in that respect.
- Be fair to your customers. If you can not
do something, just tell them that you can
not. You do not even have to give them a
reason if you can not. What customers hate
is lies and confusion and un-kept promises.
Send them elsewhere if your product is not going
to meet their needs but don't sell them an
inferior product because that is what you sell.
Recommended links: How
to provide great customer service?
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