CASHING,CUSTOMER,SERVICE,When, DIY CASHING IN ON CUSTOMER SERVICE


Normal 0 false false false MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable{mso-style-name:"Table Normal";mso-tstyle-rowband-size:0;mso-tstyle-colband-size:0;mso-style-noshow:yes;mso-style-parent:"";mso-padding-alt:0in When starting a new work at home business it is very easy to become consumed by it. We spend so much time trying to get the business up and running that we may end up becoming burned out and lose our motivation. There is so much to learn and


When was the last time you received *great* customer service?Last month? Last year? The early 80’s?It seems these days many businesses simply don’t place a highpriority on customer service. It’s evident from the kid at thedrive-thru who thrusts your food at you without so much asgrunting “thanks” to the major corporation who assures yourepeatedly during your 35 minute wait on hold, “Your call isvery important to us.”Customer service just isn’t what it should be; it’s true inday-to-day life and it’s true on the Web.If poor customer service can drive potential customers away, itstands to reason that great customer service could be thecompetitive advantage needed to garner more sales.What’s the current state of your customer service? Take thefollowing short quiz and perhaps you’ll discover a few areasthat are in need of improvement.Question 1: How easy is it for your web visitors to contact you?Shame on you if you’re one of the many Internet businesses thatmake their visitors search for contact information.Your contact information should be one click away from any pagein your site. It’s easy as pie to accomplish, simply include itafter your copyright notice at the bottom of your page orinclude a link to your “Contact Us” page on all other pages inyour site.Question 2: How many means of communication do you offer?Minimum, list your email address and phone number. Considerlisting your postal address, FAX number, and/or toll-free numberas well.You also have the option of setting up a form so the customercan quickly type his or her question or comment and submit it.Sign up for one of the “live help”-type services, such asHumanClick . These types of servicesallow you to chat in real-time with your site visitors.Question 3: What’s your response time on email inquiries?Answering email within 24 hours is much more likely to net you acustomer than a delayed response time will.I know someone out there is thinking, “Hypocrite! I emailed youlast year with one simple question: ‘How do I build a web site?’and you never answered me!!”. Yes, I’m guilty on occasion of notpaying as much attention to email as I should, but nonetheless,the point is valid: answer your email quickly and you’re morelikely to make a sale.Email is the litmus test for a lot of folks. If they can’t getan answer to a question when the business is trying to woo theminto a sale, what’s the service going to be like once they’veactually made the purchase?Question 4: What impression are you giving customers in yourcorrespondence?Since email is the primary way many online businesses interactwith customers on a one-to-one basis, we’ll discuss it.Short, curt responses won’t cut it. It doesn’t have to be anovel, but make an effort to send a polite, personal, andprofessional-looking reply. The visitor should not be made tofeel as though his or her question was an imposition. Question 5: Do you live up to your word?Simply put, do you do what you say you will?If you have a “no questions asked, money-back guarantee”, honorit. If you promise delivery within 2 business days, doeverything in your power to make it happen.Most people are going to take you at your word (written orotherwise) - make sure you can deliver.Question 6: C’mon...what do you say?Thank you...thanks for your business...we’re grateful youselected us for this project. Whatever way you want to say it isfine, just SAY IT. Without your customers, you wouldn’t be inbusiness; show them you appreciate them!So, how did you score? Don’t get discouraged if you didn’t getan A+. This is one area in which it’s very easy to improve, andeven small improvements in customer service can make a bigdifference in your bottom line.

CASHING,CUSTOMER,SERVICE,When,

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