The Blog

We all know that providing excellent customer service is a key factor for a successful business. This blog post aims to offer you online business customer service tips and tricks so you make the most of what the internet has to offer your organisation.

To provide great service, you need to know your product or service well. Be aware of the types of questions your customers are likely to ask and ensure you and all your customer facing staff have all the answers and answers to follow up questions.

Make sure you’re friendly. Even when handling issues entirely online, keep your tone on any emails as personable and professional as possible. If you work on the phone, make sure you smile while chatting. It can really change the tone of your voice and make you seem a lot happier to deal with your clients.

Make sure your staff understand what you expect from them. Ensure you have a consistent tone, way of speaking and way of interacting with customers. Even if a staff member is unlikely to interact with customers, they should still be aware of the expectations. This sets the entire company up for success.
Customer service is often emotional. Your clients deserve to be treated with respect and understanding. Be respectful throughout any interactions even if you feel frustrated or upset. It is vital you keep your client happy. Further to this, make sure you’re responding to the clients’ needs, frustrations and queries. Answer emails quickly and try to get back to clients as quickly as possible.

Ask for feedback, both negative and positive. This shows you exactly what you’re doing right and the issues you need to improve upon. It is vital that you act on this feedback. Knowing that clients are frustrated with the time it takes to get a response is only important if you’re planning to rectify this issue.

By ensuring your customer service is excellent, your company can retain clients even if there are issues. This is why it is vital that you are able to work and adapt to keep your customers as happy as possible.