8) Provides Excellent Administrative Support
Good customer service is all about going beyond your customer’s expectations.
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| Customer Service |
Short Introduction
In your website, you should incorporate a short introduction about yourself and your business missions in the ‘About Us’ Page so that your customers can learn more about your business. This aids to build up the credibility of your website when the clients are convinced that you are running a legitimate business and not a scam.
You can further enhance the personal touch in your website by adding an audio or video presentation as your welcome message. This is an excellent way to introduce yourself and your products. Clients are then more likely to remember and leave a good impression of your website. Furthermore, these audio and video presentations can serve as powerful sales messages to persuade your clients to explore your websites and eventually purchase your products.
Help Customers Reach You
It is strongly advisable that you also include a ‘Contact Me’ page in your website to provide the relevant information for your customers to reach you. In your contact page, do indicate information such as your email address, phone number or fax number to ensure ease of contact by your customers.
You can create a ‘Contact Form’ to allow your clients to email you regarding their enquiries. Do note that some customers are wary to furnish too much of their personal information to a stranger. Thus, ensure that your contact form requires minimal information from your customers.
Another suggestion is to design an informative signature when replying the enquiries. You can include the following details in your signature:
- Name
- Company Name
- Phone Number
- Fax
- Email address
-Webpage
This is another indication highlighting the willingness of your company to remain contactable.
- Name
- Company Name
- Phone Number
- Fax
- Email address
-Webpage
This is another indication highlighting the willingness of your company to remain contactable.
Good Communication
Communication is the most efficient way to ensure excellent customer service. You can provide a list of FAQs to answer some common enquiries of your clients. This is also a strategy to reduce your workload when customers are able to find answers to some of their queries in your FAQ list.
When replying to your customers, you are also encouraged to quote the original questions that your clients are asking when replying to their enquiries. This helps to remind the recipients of their earlier enquiries and clearly refer to the exact questions that you are answering. This will promote a more efficient communication and avoids the potential of a misunderstanding in the process.
Set up a Discussion Group
Having a discussion group in your business website allows your clients to discuss and comment on your products. Positive feedback from satisfied clients in the discussion group is a powerful free advertising for your products and your customer service.
From the discussion group, you can also gather useful feedback regarding your product attributes & customer service and discover the area of interest among your customers. With this information, you can then identify the required area of improvement in your business to better serve the needs of your customers.
Learn how to set up the Yahoo! Group.
Suggestions to Ensure Excellent Customer Service
Good customer service will encourage your clients to leave glowing feedback, boosting your reputation and helping to grow your business in the process.
Remember that a good customer service can be your competitive edge over your competitors.
You can do so by:
1) Send ‘Thank You’ cards to your customers after their purchase to help them feel valued by your company.
2) Ensure that your products are shipped on the same day of purchase to reduce delivery time.
3) Handle enquiries promptly. Make yourself available and check your emails regularly to responds to any enquiries quickly. Adhere to your company’s service standard of responding within a specific timeframe.
4) Highlight your refund/exchange policy and adhering to it. Do include detailed instruction on the refund and exchange procedure.
5) Have your customers’ interests at heart. Be willing to effect refunds if required to build up credibility and loyalty among your customers.
1) Send ‘Thank You’ cards to your customers after their purchase to help them feel valued by your company.
2) Ensure that your products are shipped on the same day of purchase to reduce delivery time.
3) Handle enquiries promptly. Make yourself available and check your emails regularly to responds to any enquiries quickly. Adhere to your company’s service standard of responding within a specific timeframe.
4) Highlight your refund/exchange policy and adhering to it. Do include detailed instruction on the refund and exchange procedure.
5) Have your customers’ interests at heart. Be willing to effect refunds if required to build up credibility and loyalty among your customers.
Remember that a good customer service can be your competitive edge over your competitors.
Go back to Part 7 (Set Up a Payment System).
Go to Part 9 and 10 (Promote and Evaluate Your Business)
Go to Part 9 and 10 (Promote and Evaluate Your Business)
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