No matter how good your blog posts, products or services happen to be, not offering excellent customer service and support can prevent you from making happy readers, gaining subscribers, and making sales. It can also be the difference between someone becoming a loyal fan or not. Don’t drop the ball when it comes to this very important part of your commitment and relationship with your clients.
Offer Help Before, During and After the Sign Up Process or Purchase
Too often, it is assumed that customer support only really matters when someone is contemplating an action, sign up, or purchase, etc. It’s the best policy to offer great customer service before, during, and after the person takes action, whether they are signing up to your list, or buying one of your products. Make sure that potential subscribers/customers know they can contact you prior to opting in or purchasing if they have any questions or concerns.
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Make a note of the questions and problems that frequently come up and cover the solution in a new blog post, or add them to your FAQ section of your website if you have one.
Make Yourself Easily Accessible
Don’t make it difficult for them to get in touch with you about what they need. There are many different ways that you can offer to help them. A contact form on your blog and/or email is a good option as just about everyone has an email account these days. Plus, it helps when you have subscribers and customers in different time zones so that everyone can communicate at a time that works well for them. Ticket systems are available, but they aren’t as personal as email.
A toll-free phone number is another good option. Many people would like to be able to leave a message over the phone so that they can express themselves verbally. Google Voice is a nice service for this and search engines like to see a phone number on your site.
If you have a website, it’s important for you to have a contage page – check out a video I did, here: The Contact Page Is Important.
Answer in a Timely Manner
Every effort should be made to answer readers/subscribers and customers within 24 hours. This is my personal policy, and I usually respond much sooner than 24 hours. The sooner you can get back to them, the better. If they wait too long, they will feel like they don’t matter to you at all, and far too many gurus couldn’t care less about the “little guy” who helps them make their living online.
Offer a Winning Solution for All
Hopefully, you have effective policies and procedures in place that allow you to make decisions when your folks contact you. Make sure you always offer a winning solution for them as well as for your business. Giving is the way to have a win/win for all, and will return to you like a boomerang.
Treat Your Subscribers and Customers As Individuals
When it comes to delivering exceptional customer service, treat each person you correspond with as an individual. Use their name when you can, be genuinely interested and ask how they’re doing, and really listen to what they have going on. Take notes too so that you have a timeline for details that they provide you with.
–> Treat folks the way that you would like to be treated.
Thank them for contacting you, ask if there is anything else you can do for them, and make them realize that you actually do appreciate them. It is going to be part of the overall impression they have of you and your business.
When it comes to effective customer service, do what you say that you will. If you tell someone you will send out an email help link or video help tutorial, then make sure you keep your word. Being organized is important when it comes to the quality of support you deliver.
Ask for Feedback
If you really want to know what is working and what isn’t when it comes to your customer service, all you have to do is ask! You can get great feedback from those that contact you to see if they are enjoying your content, services, etc. and where you can make improvements.
Time and time again, people will tell you that getting good support is very important to them. This is your chance to make things better and to eliminate common pitfalls that are found in the realm of customer support.