Good customer service practices that will transform your business performance
Isn’t it super satisfying when you need the service of a company, search for it online, find all the information you need, and, after you get in contact via email/Facebook, you’re answered promptly!? I love it and I bet you do too!
A company that is well structured, even if it’s formed just by one person, will certainly prioritize customer service.
Then you ask me: “But, do you really think that this company will return my contact quickly, even if it doesn’t know how exactly to answer my request?”
The professionals of a company don’t need to know everything, but answering the message with a: “Good morning. Thank you for your contact. We will write back with the requested information as soon as possible” is a way to engage, in addition to being super polite, even when the main answer.
Think about it, if you have a physical store and a customer comes in, and asks you something you don’t know, you don’t leave the customer waiting for 3 or 4 days without saying “good morning”, “let’s do some research”, etc. In the same way, the customer who comes in contact via internet must also be quickly answered.
The internet has come to bring agility to you and the customer, so try to be as quick as possible in the first response and you’ll earn points with your customers.
Here are some other tips on Online Customer Service:
– Social Networks & Email – Don’t ask someone who contacted you via Facebook/Instagram/TikTok /Linkedin, etc. to send you an email with the same request – you’re responsible for centralizing and organizing the messages you receive, not your customers.
– Social Networks & Telephone – Don’t ask the customer to call you so you answer, otherwise it doesn’t make any sense to have an online channel. If you need something to be resolved by phone, be you, as a company, to request the customer’s phone number to contact them.
– Price – If you have online channels, you’ve made all your company information available online, don’t ask the customer to write you “inbox” to get prices. Be transparent about your prices and let the customer make the final decision to buy or not.
– Official channels – Be clear about the company’s official contact channels and respond through them, not through your personal accounts.
– Templates – Templates are ready-made answers that help companies that receive equal questions to answer customers more easily and fast. Write some standard answers, if possible, but be careful not to establish mechanical communication with your audience.
– Mechanical responses -You’re not a robot, neither are your customers. The human being easily perceives lifeless, robotic, and mechanical communication. Escape this practice and try to be as friendly as possible.
On top of those tips, there are many others to be added. I would like to encourage you now, not as a business person, but as a customer, to add to this list other good practices on online Customer Service that please you.
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