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Are You PR-Challenged?
Please feel free to publish this article and resource box in your ezine, newsletter, offline publication or website. A copy would be appreciated at bobkelly@TNI.net. Word count is 870 including guidelines and resource box. Robert A. Kelly ©...
Catalog Printing: A Subtle Way Of Seducing Customers
As a business grows so is its need for better and cost-effective advertising materials. One option that business owners may try to consider is catalog printing. Catalogs are not only known for its ability to effectively grab the attention of...
How to Build Trust and Overcome Skepticism With Prospective Customers!
Would you agree that people are skeptical of any salesperson or business owner? And that this skepticism is part of the marketing problems we all face? The reality of America in the new millennium is that no one believes in anything the way they...
How to Retain Customers the Dish Network Way
Customer retention is vital to a business. If you cannot retain your customers you will be continually losing current customers and always on the search for new ones. This can be very expensive. Retaining current customers means continual sales...
Learning more about your customers to achieve maximum online profits!
Knowing about the people who buy your products or use your services on the internet is extremely important. If you know what your customers like, dislike, want and think, then you know exactly how to update your site and adapt it. Nothing pleases a...
 
The Golden Rules For Providing Good Customer Service

Last night I was at my computer and a Skype chat window opened up with a link in it from a stranger. I clicked the link and was taken to one of those "You would have to be crazy to pass up this business opportunity" sites. You know, the kind with great testimonials and it seems too good to be true possible outcomes. All it takes is a few hours a day and you can be pulling in thousands of dollars! Wow, sounds great. Of course there was no mention of what the business actually is.

Call me paranoid but if an opportunity has to be hidden that makes me suspicious. The sales copy is alluring, the testimonials seem to come from real people just like me, and the financial incentives are extraordinary given how much time they claim is required for success. It's all just a little too good to be true, and worse still you can't even judge for yourself because they won't tell you what the business is unless you sign up for more hyperbole marketing materials.

I sent back a message to the person that sent me the link stating that the message appears an awful lot like SPAM and I prefer it when strangers say hello first on Skype rather then just shoot me a link. The person responded and we ended up having a conversation which was filled with more and more claims of how amazing the system was, how other people were making so much money with it etc. I said I was quite happy with my income and lifestyle and I wasn't interested. The conversation continued with more and more sales pitching. I was even once accused of being crabby and told I was probably unhappy because of the way I had responded to the original message. The chat had all the ingredients for a flame war which is never very productive so I wished them luck with their enterprise and killed the conversation.

Good Customer Service Rules

I've worked in customer service for quite a few years. I've never had significant formal training and usually stuck to my gut instincts, intuition, logic and empathy to guide me through. This technique has served me well and safely negotiated plenty of potentially "heated" moments with angry people.

There are two simple rules that I believe are at the crust of good customer support:
  1. Treat the customer as a human being and,

  2. Remove your emotions - don't take anything personally

Online communication can often get very intense quickly because people feel less inhibited due to the lack of face-to-face interaction. People hide safely behind their computers and may never meet the person they are communicating with so they feel safe to rant and rave. Text is also a very poor medium to communicate with. It lacks emotion and is very easily misinterpreted. It's amazing the emotional reaction people experience or how quickly they can form judgements about other people simply from words on a screen. That's why flame wars start so easily in chat rooms, on forums and on instant messaging. The normal societal control they place on themselves in the real world is somewhat relaxed online.

Customer Service Online

Running an online business means that most of the customer support I do is via email. I've continued to use my


golden rules when dealing with clients and again they has served me well. I rarely do a "hard sell" of my services and prefer to simply answer questions when asked. I look at customers as human beings with needs. This is so important because your business should be about meeting other people's needs. Your ability to empathise with a customer's situation means that you can identify their needs and go to work servicing them as best as you can. This is what successful businesses are based on. You don't make a product and then convince someone they need it, they come to you with a need and then you build the solution.

I recently had a client tell me that they liked my business because I am easy to deal with. All I did to receive this praise was to answer the phone when called, converse as if I was talking to a person and not a potential customer to be converted and respond to emails in a timely manner clearly addressing the questions asked. As a result I now have a customer loyal to my business and unlikely to change to a competitor as long as we keep meeting their needs. This is a competitive advantage created simply by treating a customer as a human.

Some organisations have so much trouble grasping the idea of business run by humans for humans. They are so distracted by conversion rates, sales systems, best practice procedures and the bottom line that they neglect the human condition. Courtesy, respect, honesty, empathy are all traits humans naturally appreciate and gravitate to. Unfortunately this if often forgotten and business relationships can be abusive and toxic.

I believe this is symptomatic of our corporate structure, where profit is chased to the expense of everything else. Treating customers as humans may not always yield the quickest response. Being honest might not always maximise returns. These are not acceptable conditions if there are shareholders to please and profit targets to meet.

A Human Business for Humans

Running a business as a human servicing other humans is sustainable and personally gratifying practice. I would rather lose a few customers and perhaps reap a smaller margin knowing that I was honest and respected my client as a human, not a sales figure. This practice also leads to very positive business outcomes. Customer loyalty increases, word of mouth is encouraged and perceptions change so that clients face less resistance when making a choice to purchase in the future. It's not hard to implement. Communicate with your client as if you are talking to a mate, offer honest answers and be courteous. Don't involve your emotions, don't take things personally and know when it's a good time to stop communicating. These are smart practices for general life and make just as much sense when applied to business.

About the Author

By Yaro Starak

www.entrepreneurs-journey.com

Do you want to profit from your own successful home based Internet business?

Learn from Yaro Starak, a young entrepreneur from Australia. Get your free articles and audio now - visit his Internet Business Blog.

 

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  • whats the customer service buzz about your business

  • what are you doing to keep your customers

  • what do your customers really want ask your competition

  • what every employee should know about preventing customer service conflicts

  • what every employee should know about seeing the creative side of customer compaints

  • what every small business owner should know about preventing customer service conflicts

  • what every small business owner should know about seeing the creative side of customer complaints

  • what is an investor ready business plan

  • what is customer relationship management crm

  • what is great customer service

  • what is network marketing

  • what kind of client customer are you mr ms entrepreneur

  • what s the customer service buzz about your business

  • what the taco bell manager taught me about customer retention

  • what to look for in presentation folders

  • what your customers absolutely must know about your business

  • when customers complain

  • where are the delighted customers

  • where did the customers go

  • where have all the delighted customers gone

  • where to find the database for your customer mailing list

  • which is better repeat business or adding new customers

  • who am i who is my customer

  • who are your most likely customers and what do you know about them

  • who comes first the customer or employee

  • who says that you need money to get repeat customers

  • who says the customer is always right

  • why arent you using freebies to get more customers

  • why are customers so indecisive

  • why a collection agency is your small businesss best friend

  • why bother with customer centricity

  • why communication skills dont work in customer service

  • why conducting a customer survey could double your profits

  • why hasnt customer service improved despite the profusion of databases and technology

  • why providing excellence in customer service is essential to every business

  • why public relations doesnt just happen

  • why small business must turn to pr

  • why you must build a customer list to prosper

  • winning customers over the phone

  • winning customer experiences

  • winning the loyalty of your customers

  • work at home business ideas

  • work from home and make more money

  • wrapping yourself around the customer

  • writing the book on great customer service

  • your customers are more than a number

  • your diamond mine the lifetime value of your customers

  • you must build a customer list