November 8th, 2008
It is a fact, Customer Service and make or break your business. I have paid more for a product only because the customer service that I receive from the company is superior than that of a “cheaper” company. I’m sure you have too.
Here’s a short list of the basic things that will help you provide superior customer service:
Answer inquiries within 24 hours or less, be thorough but concise. Give your customers the information they’re asking you, but don’t make it a university course.
Add a Frequently Asked Questions page to your site. It will save you time, even if someone writes to you asking those same questions, you just give them the link to your FAQ page!
Use autoresponders to thank for the order, confirm order shipping, etc.
Contact your customer immediately if you are experiencing problems with the shipping, or are having a product shortage. (My experience is that they are perfectly fine with waiting a little bit longer, or paying a little more for speedy delivery as long as you are honest with them.)
Personalize all comunication. I read and answer all questions, requests, inquiries myself. I try to mention their name, their pet’s name, whatever, so they know this is me talking to THEM.
If you solve your customers’ problems you will be building trust and they are more likely to buy from you again and send referrals your way.
About Mariangie - She lives in Puerto Rico where she works full time as an Agronomist, owns a
home based business since 2004 and is the proud mother of 2 bright kids (and 2 cute cats).
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