Smart Online Customer Service Tips

One of the complaints most online printing companies get is the impersonal and somewhat cool connections the customers find when they go to a printing company in the internet. That is, if they can even establish a bond between them and their online printer.

Let us face it. The internet is a very impersonal place to be when you want to avail of a service. Do not go online if you are looking for warmth and personal customer service from your printing company. You will definitely be disappointed.

This is also the reason why many customers of online printing find it easy to feel less loyalty or none at all, towards their service provider. And with the anonymity that the online world provides, customers don't have second thoughts about upsetting anyone. They would give negative feedbacks everywhere in the internet once they are unhappy about the service they got. They would blab about you in their blogs, in chat rooms, forums, and just about anywhere they can talk about it. And if you intend to stay operational in the internet, you better be able to not only respond to an issue or complaint raised, but also be quick in establishing a rapport with your complainer.

To be able to do this, you need to level up your phone skills and online manners. Don't aspire to be good; be exceptional on your online service because you won't get a second chance once the verdict is in regarding your reputation.

1. Don't give stock responses. This is the first rule that you have to remember. You give what is asked from you. If your customers don't ask you stock questions, then it's only proper that you don't also provide them with stock answers. Be sure to make an effort in giving a precise answer to the question or concern raised by your customer. Nothing is worse than getting a canned response that doesn't even address the issue you raised. You only make it worse by making your customer feel like an idiot or a nuisance.

2. End the conversation on a high note. Instead of apologizing again for the mistake or problem, leave your customers with the belief that resolution is on its way right this minute. Stop talking when you've finally assured your customers that you are giving forth a solution as you speak. And make them remember your last words with the best thought possible.

3. Exaggerate courtesy. The inconvenient part of transacting in the internet is that the person cannot see your expressions or even hear your voice inflections. Hence, your words will have to do all the talking and expressing. So be sure to exaggerate good manners and right conduct so that your customer can see, hear and feel it from your words. Remove or rephrase rude words that feel like you're reprimanding your customer with your email. And read your emails no less than three times before you finally click on “Send”.

4. Acknowledge their complaints. And make it right. Ask them what they need because customers seldom have unreasonable demands. The issues are often something that you can make right. On the other hand, also remember to provide them with the solution they want and not something you think they want. Before you start offering them with all kinds of stuff to make them feel better, listen to what they want first so you can provide them with what they expect exactly.

This is the bottom line - if you want your customers to avail of your service again, as well as recommend you to others, be sure to handle the complaints and problems properly. Because a satisfied customer will tell the people they know about your wonderful service. And an unsatisfied one will tell it to x25 of that number.

No. of Times this article has been viewed : 511
Date Published : Nov 26 2010

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