Any business aims to have loyal customers. One aspect that businesses want is to maintain the loyalty of customers measured by the satisfaction they have obtained from the quality of service provided. It’s fairly obvious that good customer service can lead to repeat sales and increased revenue.
Nowadays, customer service is extended online through live chats, forums, email or social media sites. An advantage of this is an increased ability to provide quick customer service 24 hours a day.
Online customer service, however, creates a challenge for the customer service personnel. Maintaining and boosting personal online encounters with customers are challenging tasks. In e-commerce, customers are literally unseen, which removes the face-to-face communication and connection. Customer service representatives need to focus on creating a sense of personal connection even in a online setup. It is only ethical that clients are afforded the human touch and patience to make them feel valued and important. Your brand’s reputation is also on the line if customer service is not given careful thought and strategy.
Practice these online customer service tips to effectively address your customer’s concerns:
- Responding to all requests as soon as possible. Don’t wait another day to address it. A customer will be pleased if you respond on the same day – the faster the response, the better it will be appreciated.
- Be cordial when interacting with your customers. Show warmth by saying the customer’s name during the call. Listen to his or her questions and understand them. Avoid making the customer repeat himself, giving the impression that you’re not paying attention. Being complimentary helps. An example is if a customer asks a difficult question, instead of responding rudely and saying, “Oh that question again”, your response must be cordial and friendly like, “Good question, Sir/Madam. I understand your concerns and here’s how we can resolve it…”
- Spend time to assess the concern. Offer quick assistance or solutions that can resolve the concern in the best way possible with the least effort for the customer, if that’s possible. Avoid sending or posting irrelevant templates or ready-made responses. Pre-written (canned) responses are actually time-savers, and they are practical replies for frequently asked questions. But customers may detect a canned message, and some would rather seek to talk to a live representative who has the intention of doing business with them.
- Address the customer’s concerns or questions in detail so that all of these are covered. Provide a brief and clear answer using complete sentences, correct spelling and grammar. It is not a good idea to use slang and colloquialisms, especially when your client isn’t familiar with jargons or technical terms. If a customer is very upset and irate, stay calm and communicate professionally. Let it not affect your tone negatively, which will lessen the chance of getting the problem resolved quickly.
- Suggest to the customer to check your website to clarify additional information they are still looking for and as reference in the future.
- Give a pleasant greeting and appreciation for the customer for airing concerns. End by letting them know that if they have further questions or require assistance, they can contact you again.
- When customers desire to terminate the conversation short, utter a quick, polite closing statement. A canned statement is alright, sent quickly as a final impression before the customer leaves your site. Or post a message like:
“If our delivery system encounters trouble, visit our site again and we’ll see what we can do for you.”
“Please make a call or post a message if you have more questions.”
“Thank you for choosing our products. Please visit our page again.”
Extending customer service with proper etiquette demonstrates professional customer service skills and improves customer satisfaction, loyalty, and brand’s reputation. The business retains its customers and improves profits. Customers who are satisfied will most likely make another purchase or transaction and refer others to your business. It definitely makes business sense.Author's Google+