Customer Service and Internet Marketing – Keeping Your Clients Happy
Have you thought of trying out Internet Marketing? Many people do for various reasons. Schedule flexibility, financial freedom and control over their future is why people try out this type of business. Regardless of your goals, working in customer service is something that you will not be able to escape. In the world of Internet Marketing, having good customer service skills ‘particularly online customer service skills’ is a must. It is important that you realize you will not be able to see anyone’s face when you’re doing this type of customer service. To help you understand customer service a little better, the following tips will help you with your online products and services that you offer.
If possible, provide your client with a variety of resolutions. Let’s assume that someone purchased an eBook but they aren’t able to download it – you can offer to send it via email, set up a shared file folder, or improve the access to your shopping cart. You are basically telling people you have faith in them to make their own decisions, which will make them feel good. Because you are involving them in the process, customers will feel even happier. Thus, the original matter doesn’t seem quite as stressful to them anymore.
Next, you need to listen to what your customers have to say when they come to you with questions or problems. Responses should not be generalized. Stock replies always make people angry. More than likely they would make you mad too. If you hear them, you feel that the vendor does not care. If you do not like these types of responses, why would you say this to someone else? The best thing to do is repeat the customer’s issue back to them in your own words. This way you know that you heard them right. The answer that you provide afterwards should be specific to their needs. Don’t just read from a script.
Make sure your refund policy is easy to understand and is in favor of the customer. If your customer have an issue with a product of yours, you want to avoid making their lives even more complicated. You will further attract their ire. This is where things like offering extended money back guarantees come in handy. Even if the time has passed on the guarantee, however-a solid and customer-friendly return policy is a great way to solve problems and keep your customers viewing you in a positive light. Your company can deal with a couple of returns. However, you won’t be able to handle the results of poor word-of-mouth remarks about you.
If you got into Internet Marketing thinking that you wouldn’t ever have to deal with customer service issues, boy are you in for a rude awakening! Offering good customer service is vital in the world of internet marketing and in the brick and mortar environment. Since you can’t see your customers face to face to determine the context of a discussion, it can make life even more complicated when it comes to offering online customer service. Use these tips to help you make sure that you are keeping your customer satisfied while still building your business.
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