Customer service has always been important but never so important as it is today. The reason for this is the Internet as online business is definitely giving the bricks and mortar business a run for their money. Sure many of them can offer their products online but the one thing where they can really excel is in offering their customers the personal one on one service. The company that I work for has recently implemented a set of rules that all the staff have to abide by. The reason for these rules is to give our customers the best ever shopping experience when coming to our store.
Some of the stuff they want as to do is a bit hard to swallow for some because it goes against what they are used to but even though this may be the case everyone is pulling together to make sure that our customers come first. So, what are some of the things that are expected of us? I’m so glad that you asked.
Earning The Customer’s Trust
What would be the first thing that is required of you when returning a product? The obvious answer is proof of purchase but that is no longer required in our store. In fact, it’s been
Earn Your customer’s trust and loyalty
drummed into us that asking the customer for proof of purchase merely shows a luck of trust. So, if the customer comes to us complaining about some cream that is off we’re not to ask for a receipt at all. Instead we’re to apologise to them and ask them what we can do to make up for their misfortune. This can be anything from replacing the product, refunding the money to giving then a cooked chook in case the off cream spoiled their dinner.
Providing Exceptional Service
The customer is deserving of the best service possible and it is up to us as employees to provide it.
This means that if a customer comes up to us because they can’t find a product we have to drop everything, no matter what we’re doing, and lead them to the product. While doing this we have to make sure we engage them in friendly conversation which means that we can’t just rush off expecting them to keep up with us, we have to walk
Customers love and appreciate great service
Once we show them where the product they’re looking for is located we then ask whether or not we can assist them in any other way. This is great for the customer but most of the staff are worried that the extra time this will take will hurt our productivity which will result in the managers busting our balls as to why our work isn’t getting done. According to the the woman giving the course this won’t happen because they, the managers, will have their own guidelines that they will have to follow.
Going Above And Beyond
We all know how annoying it can be when the products you’re looking for is unavailable don’t we? Well, if that happens to one of our customers there are several things that we
The more service you give the more loyalty you’ll win
can do to make sure they leave with a smile on their face, anything from a raincheck if it’s on special, a similar product for the same price to giving something away for free. Heck, if all else fails we’re even allowed to offer a couple of bucks off their shopping and all without having to ask the bosses for permission. Talk about empowering the staff.
Needless to say the customers are loving it as are many of the staff as they get used to the new system. While there may be some that will abuse the system we’re assured they are in the minority and whatever we give away in stock or money will be more than compensated by the new won customer loyalty not to mention the excellent positive PR.
What Can You Do As An Internet Marketer?
For those of us who hope to become successful Internet Marketers we also have to do our best to give those who frequent our sites the best possible experience. There are several ways that we can do this.
- A professional looking theme that is pleasing to the eye, one that makes them want to get their credit card out would be ideal
- A fast loading site is essential as customers are an impatient lot and will rather move on than have to wait for a site to load.
- It’s essential that your theme uses an easy to read font, one that isn’t too small as you’ll find that the majority of your potential customers won’t want to strain themselves while reading about what you have to offer.
- It’s also important to engage with your prospective customers. You can do this via your comment section and via your contact page.
- Remember the customer is alwaysright. This means even when
The customer is always right Remember that & you’ll go far
they’re wrong they’re right. This means if they’re not happy with something that you’ve sold them, let’s say a plugin you’ve developed, instead of getting all defensive find out exactly what the problem is and then try and resolve it. You will find the knowledge that you’re actually listening to them and are honestly trying to resolve the issue will win them over.
OK, it’s over to you guys now. What are other ways we can improve our vistors / potential customers experience while visiting our sites?
Customer Service Resources
Continue your page here…
Copyright secured by Digiprove © 2012
There are a lot of bloggers out there who have written a post about their ... Read more
It's finally Friday, I'm stuffed, I have to work tomorrow but I love you guys ... Read more
Please follow and like: