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6 Effective Ways to be Awesome at Customer Service

6 Effective Ways to be Awesome at Customer Service
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Even if you master every single digital marketing technique out there whether it be sales, copywriting, SEO, e-mail marketing, or the rest—they’re not worth a cent if you consistently drop the ball on Customer Service or client relations. Indeed, as an entrepreneur, this is an area that you must pay close attention to – at least – if you want to be successful.

There is truth in the idea that a pleased client may tell two, three, or maybe even four other people, but a dissatisfied customer will tell 10! So, it pays to keep your customers happy; this is particularly the case when you operate a service company with an online presence.

Online, an unsatisfied consumer will not only tell ten individuals; they could easily tell many times more. In fact, in the digital age disgruntled customers can write a lengthy rant on their personal blogs, post comments to other people’s websites, share unfavorable reviews of your service online, or criticize you on forums and message boards. The damage can be very far reaching on the world-wide web.

Adding to the problem, when a client posts something online, getting rid of it can be difficult, if not impossible. Accordingly, the negative feedback will be there for every prospective client to see with a simple internet search.

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Great customer care might cost you some time and money, but bad customer service, whether in person or online could cost you masses of prospective buyers. It is tough to repair a bad reputation and in fact, can cost a lot more that what is required to maintain good customer relations.

Numerous studies reveal that building excellent customer care into your business operations increases a company’s effectiveness along with its sales. Here are a few simple ways to help you improve your customer service with the use of the internet:

1. Automate Your Sales Procedure to Keep Clients in The Loop

Use autoresponders to thank your customers for their order, invite them to your opt-in e-mail list, and send them confirmations and other transactional e-mails to update the client on the service status. Consumers are expecting this form of information and believe that it is an essential part of business courtesy. The problem is that not every service provider invests the time to make sure that they inform their clients on every step of the sales process.

You can add an element of surprise to these customer-service emails by providing a coupon for their next purchase or giving them valuable information on the service they just. Additionally, you want to make an inquiry of the customer as to whether they were satisfied with the service. The common mistake that service companies make is assuming that this type of detailed customer relations is for business selling and shipping a product.

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This kind of follow-up could ease any possible buyer’s remorse and facilitate positive feedback about your service even if there was an issue.

2. Develop an Extensive FAQ Page

A Frequently Asked Question page answers most of the concerns individuals might have about your service. It is also good to develop a FAQ email address and track the issues of your customers and visitors to your site. You can then use this database of information to put together your FAQ page.

When you take the time to address the common question, you free up more of your staff’s time to address other issues efficiently and faster. The quicker you handle customer’s concerns about your service, the more impressed they will be with your business.  A Pelorus Group study discovered that a shocking 42 percent of websites take five days or longer to react to clients. Don’t let this be you.

Even the angriest consumer can develop into dedicated clients if you take note of them, acknowledge your mistake, and fix their issue.

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3. Make It Easy for Prospects and Customers to Contact You

There will be times when a customer wants to talk to someone or email a representative. So, do not hide your contact information away in a dark corner of your site, and always offer contact information in every message you send out to clients or prospects.

You may also want to develop a customer support page on your site that includes your relevant contact information. However, the worst thing you can do as a service company with an online business appears like you’re hiding or simply don’t care.

4. Personalize Email Messages

When sending out emails to your clients, use your customers’ name in the email subject line and the body of the message. Customized messages have almost twice the click-through rate compared to bulk e-mail.

A service company can customize emails in the following ways:

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  • Individualizing emails with names and other info you have about the client or prospect.
  • Sending customers birthday, anniversary, or special celebration deals.
  • Sending out emails of new items you know they’ll have an interest in base on previous purchase.

The more information you have about your clients, the much better you can serve them with laser-targeted offers, thank-you messages, and information that pertains to their needs and wants.

This is where your e-mail management software makes your life simpler. It can do most of the work for you, so you can spend more of your time thinking of marketing your business online.

5. Ask Your Consumers How You Can Serve Them Better

People enjoy taking short surveys, and the customer satisfaction is rated higher amongst people who are invited to give their opinion. Simply asking what your consumers desire and how you can make your service much better makes them feel special.

6. Acting Upon Their Tips and Enhancing Your Customer Service Is the Gravy!

Excellent customer care does not need to cost much. You don’t have to spend a fortune distributing complimentary products or large discounts. However, not paying attention to the needs of your customers and potential clients can lead to a damaging online profile.

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Try to incorporate different ways to use the internet to your company’s advantage. As mentioned above, if you do it properly you can improve your customer relations as a service company.

Featured photo credit: lineshapespace.com via cdn.lineshapespace.com

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Last Updated on July 21, 2021

The Importance of Reminders (And How to Make a Reminder Work)

The Importance of Reminders (And How to Make a Reminder Work)
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No matter how well you set up your todo list and calendar, you aren’t going to get things done unless you have a reliable way of reminding yourself to actually do them.

Anyone who’s spent an hour writing up the perfect grocery list only to realize at the store that they forgot to bring the list understands the importance of reminders.

Reminders of some sort or another are what turn a collection of paper goods or web services into what David Allen calls a “trusted system.”[1]

A lot of people resist getting better organized. No matter what kind of chaotic mess, their lives are on a day-to-day basis because they know themselves well enough to know that there’s after all that work they’ll probably forget to take their lists with them when it matters most.

Fortunately, there are ways to make sure we remember to check our lists — and to remember to do the things we need to do, whether they’re on a list or not.

In most cases, we need a lot of pushing at first, for example by making a reminder, but eventually we build up enough momentum that doing what needs doing becomes a habit — not an exception.

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From Creating Reminders to Building Habits

A habit is any act we engage in automatically without thinking about it.

For example, when you brush your teeth, you don’t have to think about every single step from start to finish; once you stagger up to the sink, habit takes over (and, really, habit got you to the sink in the first place) and you find yourself putting toothpaste on your toothbrush, putting the toothbrush in your mouth (and never your ear!), spitting, rinsing, and so on without any conscious effort at all.

This is a good thing because if you’re anything like me, you’re not even capable of conscious thought when you’re brushing your teeth.

The good news is you already have a whole set of productivity habits you’ve built up over the course of your life. The bad news is, a lot of them aren’t very good habits.

That quick game Frogger to “loosen you up” before you get working, that always ends up being 6 hours of Frogger –– that’s a habit. And as you know, habits like that can be hard to break — which is one of the reasons why habits are so important in the first place.

Once you’ve replaced an unproductive habit with a more productive one, the new habit will be just as hard to break as the old one was. Getting there, though, can be a chore!

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The old saw about anything you do for 21 days becoming a habit has been pretty much discredited, but there is a kernel of truth there — anything you do long enough becomes an ingrained behavior, a habit. Some people pick up habits quickly, others over a longer time span, but eventually, the behaviors become automatic.

Building productive habits, then, is a matter of repeating a desired behavior over a long enough period of time that you start doing it without thinking.

But how do you remember to do that? And what about the things that don’t need to be habits — the one-off events, like taking your paycheck stubs to your mortgage banker or making a particular phone call?

The trick to reminding yourself often enough for something to become a habit, or just that one time that you need to do something, is to interrupt yourself in some way in a way that triggers the desired behavior.

The Wonderful Thing About Triggers — Reminders

A trigger is anything that you put “in your way” to remind you to do something. The best triggers are related in some way to the behavior you want to produce.

For instance, if you want to remember to take something to work that you wouldn’t normally take, you might place it in front of the door so you have to pick it up to get out of your house.

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But anything that catches your attention and reminds you to do something can be a trigger. An alarm clock or kitchen timer is a perfect example — when the bell rings, you know to wake up or take the quiche out of the oven. (Hopefully you remember which trigger goes with which behavior!)

If you want to instill a habit, the thing to do is to place a trigger in your path to remind you to do whatever it is you’re trying to make into a habit — and keep it there until you realize that you’ve already done the thing it’s supposed to remind you of.

For instance, a post-it saying “count your calories” placed on the refrigerator door (or maybe on your favorite sugary snack itself)  can help you remember that you’re supposed to be cutting back — until one day you realize that you don’t need to be reminded anymore.

These triggers all require a lot of forethought, though — you have to remember that you need to remember something in the first place.

For a lot of tasks, the best reminder is one that’s completely automated — you set it up and then forget about it, trusting the trigger to pop up when you need it.

How to Make a Reminder Works for You

Computers and ubiquity of mobile Internet-connected devices make it possible to set up automatic triggers for just about anything.

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Desktop software like Outlook will pop up reminders on your desktop screen, and most online services go an extra step and send reminders via email or SMS text message — just the thing to keep you on track. Sandy, for example, just does automatic reminders.

Automated reminders can help you build habits — but it can also help you remember things that are too important to be trusted even to habit. Diabetics who need to take their insulin, HIV patients whose medication must be taken at an exact time in a precise order, phone calls that have to be made exactly on time, and other crucial events require triggers even when the habit is already in place.

My advice is to set reminders for just about everything — have them sent to your mobile phone in some way (either through a built-in calendar or an online service that sends updates) so you never have to think about it — and never have to worry about forgetting.

Your weekly review is a good time to enter new reminders for the coming weeks or months. I simply don’t want to think about what I’m supposed to be doing; I want to be reminded so I can think just about actually doing it.

I tend to use my calendar for reminders, mostly, though I do like Sandy quite a bit.

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Featured photo credit: Unsplash via unsplash.com

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Reference

[1] Getting Things Done: Trusted System

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