Customer service is a universal skill. It is what keeps the world going round in all business, whether that business is Internet Marketing or a traditional brick and mortar company. The simple fact is that customers are always going to have issues and problems that they are going to need you to solve-even when your product is perfect. It can be a little complicated to offer amazing customer service, especially online. It can be difficult to determine whether or not you are actually helping someone when you can?t see their face. Use these tips to help yourself get a good head start on being able to offer proper customer service online.
If possible, provide your client with a variety of resolutions. For example, if they are having trouble downloading your eBook through your shopping cart, ask them which of a few choices (direct email, a shared file folder, better access to your shopping cart, etc) will work best for them. The customer will feel valued that you trust him or her enough to make his or her own decisions. Because you are involving them in the process, customers will feel even happier. This way they feel less stressed about the problem they had. Anyone that you hire for customer service should be well trained. You need to make sure that they are before you entrust them with your clientele. So when customers call up, or send in an e-mail, the person they talk to should be knowledgeable and informative. Instead of placing people on hold, or having to ask you a lot of questions, the customer service rep should be knowledgeable and able to answer your customers? questions right away. Having experts in both customer service and your offerings will put your customers at ease and, potentially, save you time while helping you make more money. Keep in mind that training this individual is beneficial for your business.
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Try to do your best job with customer service. Don?t simply solve the problem and hang up. Your customer should be satisfied. Always make sure your customer understands how valuable they are to you. Always help them out in any way that you can. We are not talking about upselling at all. You could, for instance, help your customer solve the problem that could inevitably become a huge issue for them. When you over deliver on your customer service, your customers won?t just feel acknowledged, they?ll feel valued. Your customers will buy from you over and over as a result of your efforts.
You are going to be sorely disappointed if you started working in internet marketing, hoping you?d never have to deal with customer service. Providing good customer service is critical in a brick and mortar company but also for an online business. Customer service via online channels throws another wrench in the works, in that you are unable to see people and understand the context of what they are saying. Use these tips to help you make sure that you are keeping your customer satisfied while still building your business.
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Source: http://cafeiphone.com/online-customer-service-tips-for-internet-marketers/
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