Great customer service has become much more important to businesses with the popularity and increased influence that the internet now has. The internet provides an instant outlet for customers to rant or rave about a specific product, service, or business. Though not just for consumers, the internet has made providing customer service a lot easier for a business. So, what do you need to be aware of when coupling the internet with your customer service? What kind of options should you be looking for? How exactly can you provide customer service? Let's take a look.
Accessibility 24/7/365 - At the very least you should have a website that has your business name and information on it. What you must keep in mind is that this then puts your business out there for consumers to access any time and any day of the year. Make sure you have a phone number, address, and hours of operation on your homepage in a place that all visitors can see. This wa... [Read Full Article]
Tips originally broadcast on November 25, 2008
The Small Business tips today will be about handling negative feedback.
Preface: 1st be honest, we can't please everyone & sometimes we mess up. We desire feedback though so that we can improve our business.
Apologize. Your customer is disappointed in your business, regardless of the reason. Let them know that they matter.
Acknowledge and respond ASAP in the space feedback was given. If done "publicly" only take it private or remove if outright hostile.
Fix it. Get right to the point. If their complaint is policy, saying so doesn't fix it. How can you help make it right?
Try to find something constructive in the feedback. Make changes to your practices if they'll help but don't feel obligated.
Daily Overview: Be transparent, listen, act quickly, fix it & in the end respect their opinion. These steps speak volumes. [Read Full Article]