When we think of customer service we are really providing a reactive type service. We are reacting to the problems, concerns, and issues of our customers. But is it possible to have a more pro-active customer service system? I certainly believe so.
In my article titled What is Customer Service? Beyond Customer Problems I try to get you to look at customer service as a foundation for your business, not just a portion of your business you can outsource. It needs to be foundational (can’t stress that enough). So below are two tips on how you can make your customer service more pro-active.
Use an auto-responder:
So some of you are probably saying “dah”. But are you really using your auto-responder in a customer friendly way. You can do so by creating a special series of emails set up to interact with your customers over a period of time. Send them a “Thank you for your purchase” letter that welcomes them into the program, membership, or company. In this thank you letter you should explain to them what the item or service is, how they should use it to get optimum results (not just good results), and how they can get in contact with you. If others have experienced confusion using your service or item be sure to clear it up here.
Then follow up a few days later asking if they have started to use the product or service. Find out how is it going and how are they feeling? Remind them of the optimum results usage guidelines (you never know, they could be missing something). Finally let them feel good about expressing their journey as well as concerns along the way. This allows them to feel as if you are really concern about their results and their well being. What customer wouldn’t want that?
Finally, you can send them another follow up asking them to share their journey so you can receive feedback. Once again encourage your customers to be interactive with you. This allows them to feel as if they are part of your company, and your community and not just money in your pocket.
Don’t have an auto-responder yet? I highly recommend Aweber. Their features are exceptional and the customer service is just as great.
Do you have Aweber but not sure where to begin? Leave me a message below or email me so I can get you started.
Use the Telephone:
You can go a step further and call your customer a few days upon receipt of their item to make sure they have received it. Use this time to find out if they have any questions or concerns. Depending on their tone you may have the opportunity to explain to them the guidelines for optimum results. How exciting would that be to receive a friendly phone call in a world where communication via phone or face to face interaction is slowly becoming abnormal?
The above tips are just a two ways you can be pro-active with your customer service. Why be pro-active? Why not? Your customer will feel more at ease contacting you with their concerns as well as their positive testimonials. Also when they do call with a concern they will be friendlier because they know you took the time out in the beginning to discuss any problems with them. We all want to feel apart of something, why not have your customers feel as if they are apart of you.
So tell me your thoughts:
Do you have a pro-active customer service system? If so, how is it working?
If not, try implementing one of the items mentioned above (or both). Be sure to email me to let me know and come back and tell us the results.
Need help getting started? Contact me and I’ll be glad to help.
