Customer service has changed quite a bit since commerce first began. And in order for businesses to stay afloat and keep the customers coming back, companies must be careful with how they handle customer complaints especially over the internet, because of its impersonal nature.
Handling online customers
The Net is a neutral place to shop. For this, the online clientele feels minuscule loyalty to you or your business. Many internet shoppers will not hold back their anger either. They feel secure behind their unknown email address. So, in reacting to a complaint, you must speedily establish a close relationship with your client. To do this, your telephone skills and email etiquette must be special. You may not have a second chance to make a good impression.
Here are some tips which you can use:
1. Avoid from giving any response on stock, especially when the customer did not request it! The main focus of your email or telephone conversation with the customer should be on the questions or requests made. The worse thing for any customer is to get back a response from a business that does not address any of their requests.
2. Make sure that all conversations or correspondence are ended on a good note. Most customers will remember only the last words that were said. So in other words, you should not end the conversation, that will remind them of the problem, don’t get tempted to apologize again. You want the customer to leave knowing that their problem is being dealt with, and not what had brought about the problem in the first place.
3. Make sure that your email communicates clearly to the customer what you want to tell them, remember this person is not near you, that, they can see your expression or hear your voice. Remember to re-read your emails to make sure of this, if you could, get someone else to read it before it is sent.
4. Avoid from using any phrases that can be considered to be rude or demanding.
5. If you don’t think that you have the patients or that you don’t possess the personality to deal with it, then outsourcing should be considered. Not everyone is capable of handling customers on a day to day business. Nothing wrong with that, but you must be willing to invest on someone who will be able to communicate you and your business properly and effectively to the customers.
6. Pay attention to your customer’s request. Time and again their demands are usually more reasonable than what you were going to do to make it right. It is the solution that they are looking for and not necessarily the solution you may want to give them. And remember, a speedy resolution to the problem (not excluding quality) is always the best way to earn a customer’s loyalty.
7. Whenever achievable, you should give your customers an alternative as to the resolution to their problem. They will view their experience with less pain that way.
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