When you're not actually seeing your customers face to
face, it can be difficult to create a personal connection
with them. Although you want each of your customers to
feel right at home with your business, you need to work
harder when your only interaction is through your website.
Thankfully, there are plenty of ways to establish both
strong customer service and a true sense of caring for your
customer - here's what you need to know.
Acknowledge Your Customer
One of the worst mistakes you can make in your customer
service arena is to act as though you don't need to
acknowledge the presence of your customer. When you don't
have some sort of greeting on your website, it can say to
the customer that you only care about them if they're
spending money. Instead, try to use casual language to
greet your customer in some way. This section doesn't have
to be long, but it should have some sort of introduction to
your site that helps a customer feel at home.
Don't Forget Your Manners
It's also easy to forget to say 'Please' and 'Thank You'
when you're not right in front of a customer, but they will
still notice. Be sure to thank your customer for stopping
by your site and be sure to ask them to completely certain
forms instead of just telling them what they need to do.
It's always better to err on the side of being too polite
than not polite at all.
Always Offer More Than They Expect
Even if it's just a small sample of another product you
have or a discount on the next purchase, always go above
and beyond what your customer is expecting from you. Try
to encourage your customer to come back by showing them
that every transaction with you is going to be exciting and
give them something more in return. You might also want to
send coupons and alert customers of specials that are
related to items they have bought in the past.
Be Ready to Apologize
Too often, online businesses are not apologetic when things
go wrong on their website transactions. Since they aren't
looking directly at the customer, it can be easier to be
unapologetic when things do wrong, often going so far as to
blame the customer for the mistake. Instead, try to
remember that the customer should be the one that is always
right - every time. When you show your customer that you
simply want to make them happy, especially when you're made
a mistake, they are going to tell their friends about your
great customer service.
Services Means Being Available for Questions
Whether it's via email or phone, you need to have some sort
of contact system for your customers to use so that they
can have their queries addressed as quickly as possible.
While this is especially important in the case of
complaints, you should also be available for simple
questions that a customer needs answered. Answer with a
smile on your face or a friendly tone in your email and
you've won them over without spending an extra cent.
Businesses still live and die by the customer service they
provide. If you're not taking the time to be there for
your customer, it will catch up to you in your profits.
Try to stand out from the other online businesses by acting
as though you are seeing every customer stand in front of
you as they make their purchase. This is not only going to
help you make better businesses decisions, but it will keep
people coming back for more.
----------------------------------------------------
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