Newbornbusiness

All you need to know before And after building your online business
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The Idol of Customer Service

October 08, 2008 By: Mohamed Elmasry Category: Customer Service No Comments →

You worked hard to put your business online and you did your best to promote your products or services. You started to get customers…now what is next?
many business owners see that if they did the above steps and earned money, that means they succeeded…oh no…it is not the truth. There is one missing step.

It is After-Sale service or Customer Support service. Some businesses see that this step is time and money consuming. They already sold their product so why they should pay for this extra step and hire staff for it.

The answer is :

1- Your customers will come back again to buy from you rather than buying from someone else they don’t know..

2- keeping your customers satisfied will make them loyal to you and they will promote the product for you to their friends and family

3- By good Customer Support, you will brand your products and your business reputation will be “trusted”

I want to show you how far the customer support can be and how far it can affect customers. I have a personal experience as adwords advertiser. A few months ago , there was a problem in using “website Optimizer” which may affect the security of websites that use its generated code. First, I’m living in the Middle East and I never thought of that I’ll receive a phone call from Google that telling me about the problem and they apologize for the inconvenience may occur. The lady who was talking is calm , cool and talk in simple and clear English. She said they call me to remove the code immediately from my sites because they found a bug in “Website Optimizer” that may harm my site.

The call is ended but I felt a lot of comfort and trust in Google because they delt with me as I’m the only customer . They cared to talk to me personally not through email to be sure of that the problem will not affect my business which is too small for them to care about. But they do care and that means they contacted all their clients who may be estimated as 400.000 advertisers and spent a lot of time and human resources to support their clients.

So do you know now how should the customer service be?

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How to improve your company’s customer service

March 14, 2008 By: Newbornbusiness Category: Customer Service No Comments →

Customer service is very important to succeed in your business, here are some techniques to improve it:

- The employees need to be trained to think out of the box, and help the customer in ways that are not quite as obvious. The employees can better help a customer if they have the skills to probe find what is the real cause that is beyond a technical response from a customer. Make sure that the employees in direct contact with a customer have a vision of their job to make sure that customer gets what he/she wants.

- Show empathy; put yourself in the customer’s shoes and feel the customer’s pain, gaining an understanding of the situation, and communicating that you understand. Some of the things that a customer service person can say to show empathy are: I can understand how you could feel that way… or Please tell me more…

- Take responsibility for creating a solution for the customer. Simple sentences you can say but will have a great effect: We will investigate this for you immediately or I will personally take care of this for you.

Creating a solution for the customer can let him/her feel that someone is in charge, that someone cares, and that someone can move to the end result that really counts.

- Treat your customer every time as though it is the first time to impress that customer. You may only have one opportunity to impress that customer. Remove communication obstacles to earn customer’s loyalty.

- When things go terribly wrong for your customer, have someone follow-up with a phone call. Solving the issues and telling your customer how to prevent similar issues in the future will make them greatly appreciate the extra time and effort your business took to assist them.

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Common errors that make you deliver poor customer service

March 02, 2008 By: Newbornbusiness Category: Customer Service No Comments →

Too many businesses seem to accept the need of customer service but in practice they continue to deliver poor service. Customer service has never been worse than it is in today’s business environment with companies trimming their budgets as much as possible.

Here are some common errors that can lead your business to deliver poor customer service:

- Letting staff assume they are right and the customer is wrong all the time. Once a customer who has certain complaint feels that he/she has been ignored or even treated as though he was a liar and a cheater by the company’s personal, they can simply go away, vow never to return back, telling friends and family and for sure they will support them, trying not to engage in any business with that company

- Technical support over the phone, your support personnel may assume that they know everything and the customer knows nothing.

- The environment of your company and the appearance of your employees really count. It is not acceptable at all to find some employees unkempt and barefoot, and listening to loud rock music, that is really unbearable.

- If a customer has a problem, backing up your employees when they tell you that “Stupid customers! They just don’t understand how to use the product”? is completely wrong, you should go find out what the customer is really saying? The employees may really try to block access to what the customer wants.

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The importance of customer service for your business

February 23, 2008 By: Newbornbusiness Category: Customer Service No Comments →

Studies have proven that it is not because a company offers a lower price, or even a better product that cause its flourish. The truth is, customers simply prefer to shop at places where they are given the attention they feel they deserve.

People always search for the best customer service out there to deal with. Satisfaction, to them has to be part of a business’s overall package. Therefore, the customer service is very important for any business if it really wants to survive in this competitive world.

All the additional elements of service that customers receive really count; from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for.

The essence of customer service is that the more customers to be satisfied, the more customers to become loyal and like your business. Customer loyalty develops as customers feel a connection with a company.

The ultimate goal of customer service is to make your customer satisfied. Making a customer satisfied isn’t that complicated thing, Using the human touch to deliver quality customer service is the clue. All it takes is a genuine smile, a simple greeting, and the desire to give the customer whatever he/she wants without fuss. That’s usually all it takes to deliver a service that leaves the customer completely satisfied. It is all about making your customer feel special.

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