Unit 5 Changes In Customer Service

Decent Essays
Other than the current buzz words, customer service has changed very little since commerce first began. If you want a customer to buy from you again, and to recommend your product or service to others, complaints or problems must be handled properly.

"A satisfied customer will tell five people about their experience, a dissatisified customer will tell twenty-five!"

Customer Service on the Internet

The Internet is an impersonal place to shop. Because of this, the online customer feels little loyalty to you or your company. Many online shoppers won't restrain their anger and upset either. They feel safe behind their anonymous email address. Therefore, in responding to a complaint, you must quickly establish rapport with your customer. To do this, your phone
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Consider outsourcing your customer service. I was a customer service professional for fifteen years in the high-tech industry. As a hiring manager I looked for two customer service "virtues" in candidates: patience beyond measure and a genuine liking for people. If you do your own customer service for your small business, you need to determine if you have those qualities. If not, you might want to outsource your customer service to someone who does!

6. Ask customers what they want! Often their request will be more reasonable than whatever it was you were going to do to make it right. And it will be the solution they want, not the solution you think they want!

7. Acknowledge their pain and make it right! In my experience, customers rarely demand something more than what they originally expected. So don't start offering all kinds of freebies to try and make them feel better. What they really want is for you to acknowledge their pain and make it right. Making it right usually means getting what they expected in the first place. And it doesn't have to be accompanied by a free gift. Don't substitute "bribing" the customer for genuinely caring about their pain. You can't buy their loyalty, but you can earn
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