Forums: Discussions for entrepreneurs and small business.

What do we consider great customer service?

What`s the difference about the way customer service is handled online?  One of the biggest differences I see is so many companies sacrifice true service, with automated responses.  I think a prompt personal response to a customers email is one of the best ways to give exceptional online customer service.

I was delighted to find this type of service at another Sun members site.  Thanks Jennifer, at http://www.kleanbathandbody.com  I enjoyed shopping at your site for a gift for my Daughter.  I appreciated the time you took to respond to my questions, and offer suggestions.  I was impressed by your prompt and personal customer service, and I thought it was worth mentioning here.

What other ways can we show our customers we`re not hiding behind our websites?  When notifying a customer that their order has been shipped, add a personal note thanking them by Name. In the digital age, it`s so simple to provide automated responses, but it only takes a little more time to provide a personal one.

How else can we provide stand out customer service online?  Any other ideas?

Yes, she`s great at customer service, responsive to special requests, and really super in person.

Jennifer just created a new scent for me ~ Orange Sandalwood.  She had it ready for me the day after I requested it and that`s what I call excellent customer service.   I haven`t seen it at the site yet so I`m getting ready to contact her now to place an order.  [If you want, I`ll let you know how it is when I try it.] 

Back to the subject.

Thank you e-mails and follow ups are a part of my job I enjoy very much.  Most of my clients see me weekly or monthly but my out-of-state clients I haven`t had the pleasure of meeting yet so, until then, we keep in constant contact via e-mail and phone. 

My turn-around time is less than an hour by cell if I`m with another client and not in a position to answer my phone. 

I respond to e-mails immediately if I`m in the office and, if not, then within minutes of my return. 

And I NEVER end my day without making sure everyone`s been taken care of.

Local clients know they can drop in anytime I`m here and that, if I`m out, I`ll make a point to stop in at their office for a quick meeting or pick up new work and backup files.

Not all of my business is online, but there`s more and more coming in every week.  People who don`t get the opportunity to meet you in person before they do business with you and can`t drop in on a regular basis need to know you`re there for them. 

Keeping in touch is VERY important and should always be a number one priority. 

Craig! Unbelievable response!  I wonder how long they`ve been in business!  They wouldn`t have to tell me twice, not to shop there either.