| Online Customer Service... Do it well or die. | | | | e-sociopathyou'll forget your lies anyway. So, why |
| There are some fundamentals in marketing anything, | | | | bother? |
| ONline or OFFline. | | | | R=RESPONSE, automatic. |
| EXCELLENCE in customer service ranks very highly | | | | Always have an automatic - "Thank you for your |
| on this | | | | query. Wewill respond in person within 24-48 hours" - |
| "must do" list... and digital marketers ignore | | | | type message inplace. This is VERY easy and |
| thisfundamental rule at their own their peril. | | | | inexpensive to set up. |
| Why is it that some digital marketers think that | | | | The most sophisticated value-for-money auto |
| thebasic rules of marketing only apply to the OFFline | | | | response systemon the planet can be found at: |
| world? | | | | U=UNDERSTAND that a query means an opportunity. |
| Excellence in customer service has ALWAYS been | | | | The person emailing you has a problem. |
| one of thetenets of a successful business. It has | | | | If you treat this person well you have an opportunity |
| always made thedifference between an average | | | | tocreate a life-time customer who will actively promote |
| business and an extraordinarybusiness. | | | | youand your business. |
| For example, examine the success of a major, | | | | This type of advertising cannot be bought. It's called |
| internationalhamburger chain. Do they sell the best | | | | Goodwill. Treat it like Gold, because it is. |
| hamburgers in theworld? | | | | T= TIMELINESS of a response from a Human Being. |
| No, they don't. However, one thing they've got | | | | Whatever you've said you'll do in your automatic |
| completelyright - and this company spends huge | | | | response,do it. |
| amounts of moneytraining its staff to get it right - is | | | | H= HELPFULNESS. If you have a web business, then |
| customer service. | | | | you're inthe HELPFULNESS business. It comes with |
| This company treats the customer service aspect of | | | | the territory. |
| itsbusiness with the respect it deserves...and this is one | | | | ....................................................... |
| ofthe primary reasons its become an international | | | | REMEMBER THIS - Your sole purpose in business |
| chain. | | | | (ONline or |
| It has a Customer Service FORMULA. | | | | OFFline) is to solve people’s problems, |
| So, how does this piece of information about an | | | | excellently. |
| International Hamburger Restaurant chain relateto you | | | | Solve their problems well and you'll have a |
| and your web based business? | | | | vibrant,lucrative business. This is called excellence in |
| MULTIPLE effects X 10 | | | | customerservice. |
| Very simply it's this. Webmasters need to pay very | | | | Remember this - Your customers are only one click |
| carefulattention to the elements that create business | | | | away fromanother web site, and its products. |
| successin an offline world, and recognize that in the | | | | Do ONline Customer Service well, or die. |
| digitalworld the critical aspects of offline business | | | | Kenneth Doyle - e*Analyst |
| successhave just compounded the game tenfold. | | | | _______________________ |
| So, is there a FORMULA for ONline Customer | | | | "If you haven't worked this out, you soon will. |
| Service? | | | | There's a lot of NONsense zapping around in |
| Well, yes there is... I've just made one up :-) | | | | cyber-space. |
| T.. R.. U.. T.. H | | | | Find out what works, what doesn't... and what's worth |
| T=TRUTH creates trust. | | | | yourmoney. |
| Tell the truth at ALL times. Unless you're an | | | | |