Customer Service Tips - Respond, Follow-up, Repeat As Needed
Respond, follow-up, repeat as needed, this is the formula for a successful customer support system. Unfortunately, in today’s world, this is something that is greatly lacking, especially in the world of Internet Marketing.
One fatal flaw that seems to be repeated again and again is a front end heavy marketing campaign. Now don’t get me wrong, the marketing and the product are of GREAT importance, but what happens if the client who just bought your super duper new widget, because of your excellent sales letter and copy doesn’t get it? How hard are you to contact? How long do you take to get back in touch with them?
I can tell you from experience that the longer a customer has to wait for their information, the more upset they become, and if you delay too long, a simple problem or question can turn that person into a ex-customer.
We here at Nitro have a very effective ticketing system, but that is not our only way of communication. For instance… if a client opens a ticket about a charge that they do not recognize, it would be very simple to just make a post saying what the charge is for then close out the ticket. What happens if that client, for some reason does not receive that post? Chances are a very unhappy client and a charge back for you.
If you don’t hear back, you should follow up with another, just to make sure they received it. Still nothing? How about an e-mail or a call? You would be amazed at how happy your client is to hear from you and how good it makes them feel; not to mention the hassle it will save you in the end. This may sound facile, and it truly is, but practicing it will be sure to set you apart from your competition.
Remember a happy customer tells maybe 5 to 10 to people, but the number of people that an unhappy customer is limited only by the number of people they come in contact with….but that is a post for another day.
So that formula again? Respond, follow-up, repeat as needed.
- Meredith
P.S. - Looking for other customer service ideas? Check out http://www.guaranteedcustomersforlife.com
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January 2, 2008
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