What many people tend to forget as they start down the path to making money online through internet marketing is that they will need to remember that this is a business like any other. That includes providing great online customer service, if you are selling any sort of product or service through your website. Even if you are going to be an online consultant, any sort of contact with customers means that they will need to be treated well, so that you can establish ongoing client relationships. The principles of online customer service are basically the same as they would be in a traditional business setting, but there are a few key tips to keep in mind.
The primary way that you will most likely be communicating with clients when you are running an internet marketing business or selling products online is through email. Unlike communicating over the phone or in person, this can lead to some unique challenges. When you can see a person’s face or hear their voice, you are able to read what they are thinking or feeling. Humor, an important tool in business, may not come across through email as effectively as it would in person. Be sure that you are fairly literal in your speech to avoid misunderstandings.
It’s also important to make sure that you are available with customer service at regular hours. In addition to the email portion of communicating with your clients, great online customer service should also involve a toll-free phone number that customers can call. Sometimes a client will just want to speak to a real person on the phone and feel like they are being paid attention to. Another method of internet marketing that can be used in this circumstance is to have someone available on the website to chat in real time with visitors, giving them the feeling that they have a real person there to help them.
As internet marketing makes it more and more possible to complete all purchases and business transactions online, it’s important to use all of these advances in technology to your company’s advantage rather than detriment. Great online customer service basically just boils down to making yourself available to assist customers with whatever it is that they need. The customer is always right whether it be via email or in person, so be sure to keep this in mind, and keep your correspondence professional and courteous at all times.
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About Warren
looks like this may work. Good luck!
Great article! I agree that online is a business like every other and that sometimes does get lost in the shuffle. I am not so much agreeing that the customer is always right. There is a new paradigm in marketing that has come forth with more online businesses and also social media. The focus is on a 1:1 with the customer and not the masses. In creating this 1:1 direct interaction with each customer there is a greater need for the customer service team to be able to assist customers who are seeking a solution and not just a voice. There is a difference there. When we call and are dissatisfied, we are angry. Our anger only continues when we are placed on hold. transferred, etc. But when we are speaking to someone that is solving our problem and we are willing to listen the problem is diffused and there was no right or wrong here per se. Now when an irate customer calls and even if they are able to speak to a rep without being on hold or transferred to avoid further frustration, there are times when there is no solution that is acceptable for them. they do not want to be helped or satisfied. They want what their problem never to have happened. they are not right here as they are compounding the problem by not being opening and willing to have the business rectify the situation.
The reality is that the customer is not always right but sometimes neither is the solution.
Hi Suzanne, thanks for stopping by.
I like what you said about the 1:1 relationship, I think ultimately a business or sites profitability would quickly go up by developing this with relationship with them.
Too often we jump for the big numbers trying to appeal to a greater volume of potential customers rather than focusing on the individual customer, at times to our own detriment.
Thanks for a great lesson