The customer is always right, so we’re told, even if they’re quite a rubbish customer. If they’re rude and impetuous, you should do one thing – smile and go above and beyond the call of duty to please them.
But, especially as countless customers migrate online, the need to serve them without face to face contact has grown.
Now, as you stare at an email message or talk on the phone to a customer, you have to discount body language entirely – one of your senses is stripped away.
So it’s time to up your customer service game for the online world. What should you do?
Make delivery a cinch
Have you ever had to wait in your house for an important delivery? Hours will feel like aeons, mornings like centuries, until you eventually find a note on your door, reading, “Sorry we missed you! We’ll try again tomorrow!”
It’s an existential nightmare – and it leaves a bitter taste in customer’s mouths.
Whether your delivery service is in-house or not, the attitude your delivery driver takes with customers is vital. In many instances, they’ll be the first physical contact with the customer. So find effective, polite worldwide parcel services to keep your customers satisfied and their packages safe.
Many parcel services will even feature real time tracking of parcels, ensuring you can see how every delivery is faring.
Let’s get social
Facebook, Twitter, LinkedIn, Instagram – despite existing for less than a decade, could you imagine a world without any of these hugely popular social networks?
Despite their indisputable popularity, your company should think carefully before it embraces social networks. Your funeral company, for instance, probably shouldn’t set up an Instagram account posting whimsical coffin pictures. Nor should it quip on Twitter about cadavers.
Instead, your networks need to capture the correct tone for your company. Spend time developing your brand’s voice and use capture the right demographic for your brand.
More than this, make the content you post relevant to your audience, not just a dull as dishwater advert. Customers are far more likely to engage with friendly, sparky content, rather than some bulking, faceless brand.
Perfect your tone and you’ll have extra customers snapped up in no time.
Capture their attention
Our attention spans are woeful nowadays. They’re so bad that I can barely even finish this sente…
Attention spans have grown so bad that the average internet user will log off after four seconds of a website failing to load up. Four seconds! Amnesiac goldfish can pay attention for longer.
Indeed, our attention spans are lying at their death knell in the world of instant internet gratification. So keep them engaged at every turn.
Feature something eye-catching at the top of all your webpages (possibly a call to action) and make your copy clear and simple to read. For more sales, every webpage should be designed for dummies.
Hold their attention and you won’t have an irate customer in sight.
