Putting The Service Back In Customer Service

By Sean Cohen

The future of customer service is here. Technology has made seeking out support faster and easier than ever. But, has your digital age company sacrificed true service in the name of automation?

Today, finding customer support is as simple as writing an e-mail or picking up the phone. But, even though you’re not face-to-face with your customers, you still leave a lasting impression. Do you come across as caring and competent, or menacing and mechanical?

Offering stand-out service on the Internet isn’t as hard as it is rare. Take these simple steps towards old-style service in the digital age:

Give Each Customer a Personal Response

• Be Clear, But Sincere
• Offer Live Customer Support
• Make Sure Your Support Reps Have All the Answers
• Give Each Customer a Personal Response

When a customer sits down to e-mail your company, it’s because he needs help. He chooses e-mail because it’s quick, but his request still warrants a satisfying and personal response!

Companies eager to save time and money often take automation too far in their customer support. Each customer has a unique question, and deserves a unique answer. Even if you save time by copying and pasting stock replies, change the opening and closing to make the message sound less robotic.

Be Clear, But Sincere

When responding to customers’ e-mail, be sincere and to the point. Before sending a message, try turning the tables. Ask yourself, “Would this answer satisfy me if I were the customer?”

Take that extra moment to give your customer the help he deserves. It might mean the difference between a satisfied customer and a credit card chargeback!

Offer Live Customer Support

E-mail has become an acceptable form of communication. But, live customer support is still necessary. The plethora of information available online can be overwhelming to customers, especially those new to the Internet!

Single your company out from the crowd by providing customers with a real person to talk to. Live phone support is an invaluable way to foster trust. When your customer has reached the end of his Internet rope, and just needs help, your toll free number is the answer he’s looking for.

Make Sure Your Support Reps Have All The Answers

The presence of phone support will do no good if your staff doesn’t know your product! Customer support reps should be warm and friendly, and willing to help with any aspect of your product.

What a good feeling it is to talk to someone who feels confident in his product. It’s even better if he’s knowledgeable enough to solve your problem without transferring you all around the company!

Provide Stand-Out Service; Gain Lifelong Customers

Too many e-businesses skimp on customer service, hiding behind web sites and message boards. Customer support is an integral part of every company, even those operating solely online. Be one of the few to offer stellar service, and gain customers for life!

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Customer Service is becoming a lost art, but Sean Cohen wants to make sure that never happens at AWeber Communications! Find out what service is meant to be.

Print Designs That Work

I have been blessed with a lucrative printing company, Print Source One, and producing “print that works” for my clients has been an ongoing passion of mine.

Ever since I landed bookkeeping job at a local printing company, and later promoted to the design department, print and design work has been in my blood. It has become such a passion for me; I now scrutinize every piece of direct mail that lands inside my mailbox!

FACT: I have dozens of swipe files tucked away in my filing cabinet; and, since certain direct mail pieces are constantly being mailed out - it obviously means the promotional materials are bringing in results for the company mailing them.

Through my writing, I would like to share tidbits of information with you to help you acquire the necessary knowledge needed to boost the profit potential of your business with print designs that work. I’ll also be sharing a few step-by-step video tutorials for the beginner.

Why am I doing this?

I have been very fortunate in business and I’d like to give back to the community, which is why this particular blog category will become your new best friend. I’d like to help you get ahead of your competition, if you’ll let me.

So try and make it a point to return to these pages often, and we’ll discuss, design, and print your next promotional piece - together!

To Your Success,
Bonnie Gean

Building Community: Your Personal Touch

My name is Bonnie Gean and I am the gal to call when you’re ready to build a community of clients and prospects.

I’ve been establishing profitable communities, online and offline, since the early 1980’s and my success stories have been published countless times as a result of my ambitions. (Check out my About page.)

While most were just learning about the Internet, I was already building community and profiting from my first web based business. I guess it’s safe to say I was testing the pulse of the Internet before others knew it existed.

By 1993, I was publishing articles, about building communities, way before article writing gained popularity as the infamous BUM marketing method discussed on the Web today. After 15 years, my articles are still posted in Fidonet’s archives.

Now, I’d like to share some of my community building experiences to help you create a place on the Internet… your personal connection place… that drives people to your community site with a fevered hunger to do business with you.

Sounds like a good plan to me. Are you ready to get started?

To your success,
Bonnie Gean