Great Customer Service Online

Phil

A good chunk of my career has been focused on Retail Management, and around 90% of that time has been focused on one particular subject – Customer Service.

A business that gives good customer service can experience dramatically improved results when it comes to increasing sales, improved customer retention and so forth, and a business that gives GREAT customer service has the upper hand over its competition.

And here are a few examples of what GREAT customer service can look like for a retailer:

• Store is easily accessible, easy to find your way around and well laid out
• Store is clutter free, clean and tidy
• Product availability is good and competitively priced
• Staff are approachable, knowledgeable, friendly and helpful, always going that extra mile to ensure you have a great experience
• After sales service is always offered and followed up, making the customer feel valued and supported
• Complaints, problems and other issues are resolved quickly and in such a manor as to cause the customer the least amount of inconvenience

And the list goes on…

OK, so how exactly does this relate to good customer service online?

Well, most of you more than likely run a blog, an e-commerce site, or some other kind of money making site… or if not then you are more than likely considering it… after all, you are reading this on theinfopreneur.net! And all of those bullet points about have the exact same relevance digitally as they do physically.

Let’s explore:

Store is easily accessible, easy to find your way around and well laid out:

Your website, regardless of what kind of site it is, should be easily accessible, taking into account the different operating systems and browser types that will be accessing it. You should aim to provide everyone with as close to the same user experience as possible, with a quick load time to ensure visitors stay with you.

The layout should be easy on the eye, methodically laid out, with an easy to understand and use navigation system.

Store is clutter free, clean and tidy:

Don’t be tempted to fill your users screen with junk. Keep your site design neat and tidy, with a reasonable amount of blank/white space so as not to overpower the user.

A cluttered screen results in poorer conversion rates, so only display what you need to display to get the message across, and make it as easy as possible for your visitors to use the site.

Product availability is good and competitively priced:

If you are retailing something then make sure what you supply adequately meets the demands of your target audience. If you are into eLearning materials then ensure that the material is comprehensive and worth the effort. If you operate a free blog and earn money through advertising sales then ensure your site is a comprehensive resource with all the latest info.

Make sure that you are competitively priced. Competitively does not mean cheaper. Being cheap can undervalue what you have to offer, and being too expensive can price you out of the market, Find a middle ground, that shouts VALUE but says WORTH EVERY PENNY!

Staff are approachable, knowledgeable, friendly and helpful, always going that extra mile to ensure you have a great experience:

Make it easy to contact you. A simple form, a direct email link, a phone number etc…

Show that you are willing and able to interact with your user. Perhaps offer online chat and other similar services that make your visitors experience a more personal and caring one.

Always do your very best to provide the most amazing service you possibly can.

After sales service is always offered and followed up, making the customer feel valued and supported:

Always always ALWAYS follow up your online sales with some kind of after sales service.

If you are retailing something then a simple follow up email a week or so later to see how the customer is getting on with their new items is an easy yet very welcome way of achieving this.

Users of e-products can be asked to provide feedback through online forms, and for the free blog content you can welcome comments on posts and reply to them directly.

It doesn’t have to be about contacting customers with regard to a specific item, but instead you can simply find a way to remind them that you are still there for them… even though you already have their money.

A great after sales service will encourage repeat business and improved long term sales growth.

Complaints, problems and other issues are resolved quickly and in such a manor as to cause the customer the least amount of inconvenience:

Regardless of how hard you try there will always end up being the odd complain or fairly unhappy customer. Providing you are doing things correctly and within the law then these experiences should be few and far between.

But when a problem does arise, ensure you deal with the issue promptly, and where possible resolve the situation there and then.

A well dealt with complaint or problem with ensure you do not loose that customers trade and trust. It will ensure you do not receive bad press, and it will strengthen your image and reputation.

And THAT’S what great customer service looks like online!

Make it your mission to improve and enrich the lives of your visitors and customers every single day!

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Phil has had many other businesses including Coaching, Marketing and PR, Graphic and Website Design, and Online Learning. His current venture is Phil Johnson Business Services, providing low-cost essential services to the newly self-employed and small and medium enterprises. Aside from this Phil runs Major-Business.net, a free source of quality help, advice, tips and tricks on many business and personal development subjects, catch Phil on Twitter

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