14 {{ upvoteCount | shortNum }}
14 {{ upvoteCount | shortNum }}

Customer Service

by amcg
12 replies
Hi all,

Whilst every company offers service on one level or another, I believe what separates better companies is better service. What do you think of customer service? How do you do it? Do you market it?

Beyond sales people, telephone and email, I'm struggling to find new ways to serve customer better.
#customer #service
  • Profile picture of the author lotsofsnow
    Originally Posted by amcg View Post

    Hi all,

    Whilst every company offers service on one level or another, I believe what separates better companies is better service. What do you think of customer service? How do you do it? Do you market it?

    Beyond sales people, telephone and email, I'm struggling to find new ways to serve customer better.
    "Customer Service", is that even a term that has a definition anymore? LOL

    Yes, excellent customer service is how many big companies were build and they are being run down as we speak by omitting customer service wherever possible.

    Phone companies with "reps" that don't speak English...
    Airlines that make you believe that a pleasant flight includes paying for low quality meals or even a snack...
    Search engines that do not have a phone number [let me Google that for you]...

    Anyhow, if you treat your customers well they will remember it and they will apprechiate it and you will get more business and even if you do not get any more business you WILL for sure feel better.
    Signature

    Call Center Fuel - High Volume Data
    Delivering the highest quality leads in virtually all consumer verticals.

    {{ DiscussionBoard.errors[9006597].message }}
  • Profile picture of the author Mark Tandan
    Sad that good customer service stands out, whereas average or poor service levels seem the norm.
    In my view, to achieve GREAT customer service you always put yourself in the customer's shoes. If you were the client, how would you like to be treated.
    Go above and beyond in this area. Because as the saying goes, it's cheaper to keep a customer than gain a new one.
    Signature
    Get Your Free Ultimate Affiliate Marketing Cheat Sheet!
    {{ DiscussionBoard.errors[9006731].message }}
  • Profile picture of the author vandernath
    Originally Posted by amcg View Post

    Hi all,

    Whilst every company offers service on one level or another, I believe what separates better companies is better service. What do you think of customer service? How do you do it? Do you market it?

    Beyond sales people, telephone and email, I'm struggling to find new ways to serve customer better.
    Try a live chat on your website. Clickdesk is great - and it's free.
    I use it on my website and I know a bunch of companies that do the same.

    I would be curious to see ways to 'market' a customer service?
    {{ DiscussionBoard.errors[9006743].message }}
  • Profile picture of the author yakim1
    Another method would be to add a helpdesk to your site. then people can submit a ticket and will not get their support questions mixed up in your email messages and get deleted.

    Best regards,
    Steve Yakim
    {{ DiscussionBoard.errors[9006947].message }}
  • Profile picture of the author amcg
    I would be curious to see ways to 'market' a customer service?
    Zappos seem to get this, and Amazon also. I guess mainly its word of mouth but they definitely do talk themselves up in this regard.

    Thanks for the other suggestions - helpdesk and live chat is something I've looked at but the logistics of it rather than the tech. is something I'm struggling with.

    I've also started a customer service blog to get more ideas - feel free to contribute if you've done something interesting with it.
    {{ DiscussionBoard.errors[9008378].message }}
  • Profile picture of the author Chris Chicas
    amcg,

    Your blog is empty, ony 10% finished. Next time you start a thread to promote your blog - at least have it complete.
    Signature
    TwinFlameSecret.com
    {{ DiscussionBoard.errors[9008389].message }}
    • Profile picture of the author amcg
      Originally Posted by Listhoven View Post

      amcg,

      Your blog is empty, ony 10% finished. Next time you start a thread to promote your blog - at least have it complete.
      That's probably because I put it together last night in 15 mins. It's empty as you say - maybe you have a story to add?

      In all seriousness, we need to talk up service. Everyone talks about price but unless you have serious scale, you can't compete on this metric alone. Indeed, the best; Amazon is the commonly cited example, do both.

      Plus, as a consumer, do you really want bad service? There's nothing worse right?
      {{ DiscussionBoard.errors[9008459].message }}
  • Profile picture of the author mkouril
    Nowadays, good customer support is on the web – online, try to add a live chat to your website.
    I recommend LiveAgent a multichannel helpdesk, that provides ticketing system with a lot of features. It´s customer friendly and you can get started with your 14-day free trial.
    {{ DiscussionBoard.errors[9392804].message }}
    • Profile picture of the author Walter Parrish
      This is one area where most in online business shucks I guess any business these days drops the ball. Older companies feel they have the monopoly so they could care less how the customer feels. And many newer companies don't even bother. My suggestion would be to focus on the best customer service you can give deliver it fast within 24hrs or minutes if you can and make sure you answer every question and you will be way ahead in the race.
      Signature
      Use Feeder Sites, Articles, And Social Media Sites To Generate Unstoppable Traffic, FREE! Click Here Now To Get It For FREE
      {{ DiscussionBoard.errors[9392875].message }}
  • Profile picture of the author markgaperl
    Top Customer service is when you are always available when your customers need you. Now that could over the phone, email or live chat. Depending on what best works for you, you can chose one or all of them.
    {{ DiscussionBoard.errors[9392870].message }}
  • Profile picture of the author RWBiggs
    What is good customer service?

    The service you provide to one customer may be great in their eyes, but to another customer it may be lousy. It really is all about what your customer is expecting. Or better yet, what you've told your customer to expect from you.

    Tell your customer right up front what to expect, then you can over deliver on your promise.

    Just my thoughts.
    {{ DiscussionBoard.errors[9392891].message }}
  • Profile picture of the author tecHead
    I can't seem to find the article, now; (its over 15yrs old); but one of PayPal's founders.. Peter Thiel blatantly told (I think it was) BusinessWeek that PayPal wasn't concerned about Customer Service.... that they were more focused on "functionality"...

    Just goes to show that The Internet changes the rules... or allows for the rules to be changed. I guess its a matter of perspective.

    Anyway... you asked for ideas on how to "market" customer service...? hmm.... interesting question; as if you're providing top notch customer service in the first place... and word of mouth STILL being the best advertising model... I'd say "marketing" it would be rather redundant, no?

    Just a thought...
    Signature
    Learn Everything You Need to Know About CryptoCurrencies
    Automation is the primary conduit to successful relaxation
    {{ DiscussionBoard.errors[9393245].message }}

Trending Topics