Ways to Improve Customer Servises
We are already prepared to handle our customer. All of us made ourselves available, all our agents 7/24 hours available on their mobile, tour guide ready, driver and messenger are ready, financial, well organized office, and we arranged extra reserved accommodations to late inquiries.
in the height of our enthusiasm after our management meeting
where the article of Bryan Marye has been quoted, it is
all about "Customer Service: Your Advantage.
might wonder how a small company can hope to give better
customer service than these heavily staffed, heavily funded
e-giants. Believe it or not, it may be your lack of size,
that just might give you the edge.
I can also say that as a rule, my biggest CS (customer service)
nightmares have come with the biggest companies. Of course,
there are always exceptions, but this theory has proven
to be surprisingly consistent for me. I would bet that if
you compile a quick mental list of your best and worst experiences
as a customer, you might find this to be true for you as
they are often even less prepared to handle the flow of
questions and comments that come in from their site on a
daily basis. Many of these companies experience massive
volume of traffic to their sites. A nice problem to have,
but a problem that can often leave the customer out in the
Many of these automated services are ASP (application service provider) models that feature multi-channel response e-mail systems. In other words, software that attempts to emulate a real human. On one hand, these companies should be admired for their vision, and will probably be rewarded with booming sales. On the other hand, the technology has a way to go before it is a replacement for human interaction.
Have you ever sent a question to a site's customer service center, and received the answer to the wrong question? More than likely, this was the result of automated CRM software that was unable to properly interpret your question and send the correct response. This is where your advantage as a small company comes into play. While you may not enjoy the volume of these sites, you can create a higher percentage of repeat visitors/buyers with superior CS.
when you hear people talk about improving CS, you hear things
like: "make yourself available" and "give good contact information."
This is true, but it goes beyond that. What people really
want is speed. People want their questions answered now.
People want their CS issue resolved in a hurry. Providing
a phone number is a must, but chances are, people don't
want to go off-line and call you for the answers to their
questions unless it is a last resort. In the e-world, people
want an i-response: Immediate, internet response.
2. Contact information: Make it easy to find. Make it an address that you or an employee checks on a regular basis. Don't make the customer work to find you.
3. Live chat: Offer your customers the opportunity to use instant messaging software to contact you. MSN Messenger and ICQ are two widely used formats that work on almost all platforms, and it's 100% free.
4. F.A.Q and search options: Make them thorough. Not all sites need F.A.Q (frequently asked questions) pages, but if your site does, then make it thorough and easy to understand. If your site has an search box, be sure that it gives adequate results. Test it out. It's surprising how many high-profile websites have inadequate in-site search functions.
5. Customer is always right: We all know that this is bull, but, the old adage still stands the test of time. Whether or not the customer is "right," our job as CS managers is to put out fires. Quick, pleasant responses to even the most irate customers will almost always cool the situation. In fact, an efficient CS agent can turn even the most irate customer into a loyal customer Take the work out of it for your visitors. Encourage them to ask questions and reward them with quick, friendly responses. Your customers and visitors are the most important asset you have. Make them feel that way." End of quote.