Website Managers

Archive for the ‘Customer Service’ Category

Allowing your current and potential customers to contact you is essential to providing customer service. Making that contact easy for them can be confusing for you because there are many ways to provide support.

Some of those ways include: Telephone – direct or toll free, online contact form, instant messaging, online help desk, site monitoring software like Crafty Syntax and of course, direct email. I provide most of those, but was hesitant to add Skype^™ into the mix because I thought it would just add to the confusion and possible cost of operating. After seeing the possibilities of Skype^™, I finally set up an account.

Now current and potential customers, family members and friends can contact me either by instant messaging, Skype^™ phone and video phone if they have a web cam. Skype^™ users can contact each other free of charge. You only get charged for calling to and from a land line or cell phone.

This addition to the contact methods is quick for those who want to speak with a real person without incurring the cost of calling, whether from within the USA or anywhere in the world that Skype^™ is available. It is like having a toll free call center separate from our regular phone.

Since I use a headset on all my phones including the cell phone, I thought this would be confusing to have another headset hanging in front of me. That turned out not to be a problem since the land line is on one side of the desk and Skype^™ headset on the other. It is a USB headset that plugs into the computer. Setting is up was easy too. I just plugged it in, installed Skype, created my account and clicked the Skype^™ Test Call icon to test the connection. It recorded my voice and played it back to make sure all was working.

Once that was done, I added link on the navigation menu on some of my websites, starting with Short Sale Holdings so others can call me or my JV Partner, depending on which service they are inquiring about. With that in place, customer service can be taken to another level and have more communications wrapped into one program.

Have you tried Skype^™ yet? What do you use it for and what do you think of it? Your comments are welcome.

There are some names you see passed around on the Internet as being members of the “elite”. Those are people who have made big names for themselves in Internet Marketing and become virtually untouchable without paying for their time. That in itself instills a nervousness or fear when considering speaking with them.

One thing that happens to some people when they “make it big” is they get an attitude like they are better than others. While that may hold true for a small percentage who portray it even on their live training calls, others retain their humble personalities. I learned this fact first hand when an opportunity arose to call Rosalind Gardner, who is considered one of the “elite”.

I was nervous and made excuses to put it off, knowing that the longer I did, the tougher it would be to get the courage. So I reached for the phone… and froze. There is was – the nervousness I did not want to raise its ugly head. All kinds of questions started racing through my mind:

• Is it too late to call, even though her time is only 7:00 PM?
• Will I interrupt her family time?
• How do I introduce myself?
• How do I get the conversation going?
• What questions am I allowed to ask? I have so many!
• How will she react if I saying something really stupid?
• Should I keep the call short and strictly business?
• What if I make myself sound like a fool?
• How will she react if I get so nervous that I start rambling on with insignificant stories?

The nervousness grew with a frenzy until it became fear. I started pacing from one end of the house to the other and back again. I decided to wait until the next afternoon, thinking she must be in her office then. Hopefully I would have composed myself enough to call. Finally I forced myself to dial the number.

When she answered, I introduced myself. Even before telling her that we have interacted on her forum, she already knew. At first I stumbled with how to start the conversation. As it turned out, that was actually the toughest part!

After just a few minutes, speaking with Rosalind was like talking with a friend. The conversation was casual, while creative ideas flowed and business was conducted. After a while I started feeling like enough of her time was taken, so with decisions made, I offered to end the call. A few more ideas were discussed and a few minutes later, Rosalind had to prepare for a consultation. I then asked how much I owed her for this one. The call ended with a laugh.

What this taught me was that no matter how successful or popular someone becomes, they can still hold a good conversation, have stories of their own, are good listeners and like making new friends. When you get the opportunity to speak with someone who is considered an “elite”, make the call. If you see them in person, walk over and introduce yourself.

They most likely started right where you are now and had many of the same questions. Hold that temptation to pick their brain with a flurry of questions though, until you either schedule a consultation, or are invited to meet again. The first meeting should be to get to know each other.

Now you are probably wondering how this opportunity came about – without an appointment. As it turns out, I am one of her forum moderators. Visit us at NetProfitsToday.com – “the friendliest forum on the web”.

Jim Hutchinson

Even though you work on the Internet and not in a brick and mortar store, you still have to provide the same level of customer service. Support has been made easier and faster using current technology. Has that automation cause you to sacrifice true service in your digital age company?

Finding customer support today is as simple as picking up the phone or writing an email. Even though you are not face-to-face with your customers, you will still leave a lasting impression. Do you come across as menacing and mechanical or caring and competent?

Offering service that stands out on the Internet is more rare than it is difficult. Take these simple steps towards reliable service in the digital world:

• Give Each Customer a Personal Response
• Be Clear and Sincere
• Offer Live Customer Service
• Make Sure Your Support Team Has All the Answers

Give Each Customer a Personal Response

When a customer writes email your company, it is because he/she needs help. Even though they may choose email because it is fast and accessible, their request still warrants a satisfying and personal response!

Companies often take automation too far in their customer support to save time and money. Each customer deserves a unique answer to their unique question. Change the opening of each letter to make the message appear less robotic, even if you save time by using pre-written templates for your replies.

Be Clear and Sincere

When responding to email requests, be sincere and to the point. Before sending a message, ask yourself, “Would this answer be sufficient to me if I was the customer?”

Take that extra time to give your customers the help they deserve. It could mean the difference between a satisfied customer and a refund.

Offer Live Customer Support

Even though email has become an acceptable form of communication, live customer support is still has its place. The vast amount of information available online can be overwhelming to customers, especially those new to the Internet.

Providing customers with a real person to speak with will set your company apart from the crowd. Live phone support is a great way to nurture trust. When your customers have reached the end of their Internet rope and just need help, your phone number could be the answer they have been looking for.

Make Sure Your Support Team Has All The Answers

The presence of phone support will do no good if your staff does not know your product! Customer support teams should be warm and friendly. They should also be willing to help with any aspect of your products or services.

Speaking with someone who feels confident in their product is a great feeling too. It is even better if they are knowledgeable enough to solve your problem without transferring you all around the company!

Provide Excellent Service and Gain Lifelong Customers

Too many Internet businesses skimp on customer service, hiding behind web sites, message boards and support ticket systems. Customer support is an integral part of every company, even those operating completely online. Be one of the few to offer stellar service and gain customers for life!

Customer Service is becoming a lost art, but AWeber Communications wants to make sure you find out what service is meant to be. Learn more about AWeber autoresponder systems.

Jim Hutchinson
Website Managers

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