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Customer Service: Less Talk, More Walk Part 3
By Chris Howard | March 28, 2009
My last post and this one deliver four tips on how to improve your company’s walk immediately. These are simple things that can be implemented quickly and will be noticed by your customers immediately.
3. Don’t answer a phone message with an email.
If someone took the time to find your number, call and leave a message, give them the courtesy of a call back. Nothing ticks a client off more than en email response to a phone message.
Talking to clients is part of the job. Sometimes they just want to be heard and know that someone is there to listen to them.
4. Make your Contact Us button easily accessed from every page on your website.
Don’t make your customers jump through hoops to communicate with you. Make it easy for them to complain or compliment.
Keep in mind that while a ticket based system seems very simple, it can be confusing to the new consumer. You might want to provide an audio or written instruction on the Contact Us page to walk them through using it. These little things will mean a lot to your clients and to your bottom line.
Topics: Customer Service, Online Customer Service | 91 Comments »
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