Recently, I took on a customer service project for my client, Dr. Karyl McBride. I helped her launch an online virtual workshop which has since recruited over 350 members. I learned four important lessons:
- Be nice. This goes a long way when trying to resolve an issue.
- Be prompt. Respond within the hour or sooner if possible.
- Be honest. If you don’t know the answer, respond and let them know you are researching it.
- Be thorough. Follow up. Don’t just assume you fixed the problem. Ask them.
These four simple rules will alleviate any concerns the customer may have by letting them know an actual person is providing support. It also sends them the message that they are a priority, regardless of how many customers you might have.
“When the customer comes first, the customer will last.” – Robert Half
It’s been a learning experience to say the least. What have you learned about customer service? I would love to hear from you.