Customers expect top-quality customer service. When they don’t get it, they show little patience. They can quickly Google up an alternate source and leave, dropping a bad review on the offender as they go. This doesn’t have to happen to you. A few simple ideas can protect you. They’re all based on service from the customer’s perspective. If you understand what he wants and what he needs, your chances of keeping him happy improve greatly.

Consider this: more people (particularly among the younger generations) use mobile information sources than rely on PCs. That’s why mobile ads are on the increase. If your customer service isn’t mobile available, you’re short changing your customers. Your customers demand mobile order tracking. That also means that you need to have more self-service tools. Those tools are a double blessing: they give your customers a quicker, more accurate response, and they free your personnel for other important tasks.

When an actual phone call is needed, you don’t need to leave customers on hold for even a few minutes. You will enhance customer satisfaction with systems that tell them how long they will have to wait, ask for their number and guarantee an automated call-back when the first customer service rep becomes available. You might also want to consider on-line chat as part of your customer service package.

It is also important that your system be seamless. Customer buying habits have changed. They will search on-line, but buy from a store. They will buy on-line and return in person. They will examine products in the store, only to buy on line. Your systems should handle all possibilities, and so many customers now use smartphones and tablets that self-service must be mobile optimized to succeed.

And consider the customer information you can use to make yourself appear more user friendly. I personally view as less friendly businesses that greet me with my given name rather my nickname. A small thing, perhaps, but customers thrive on small things. You can store name preferences. You can personalize customer service using information like birthdays, previous interactions they’ve had and prior purchases. You can use a customer’s location to tailor offerings to him.

Lastly, make sure that your web site clearly identifies all of your customer service options. Always remember that customer service probably has the greatest impact on your business’ reputation, and keeping it at the leading edge will give you a leading edge image.

About the Author(s)

 Jim  Martin

Jim Martin is a skillful writer and publicist whose background was in the semi-conductor and aerospace industries. He worked in both market development and strategic account marketing, and along the way produced materials for product role-outs, brochures, technical manuals, and press releases. Jim also served as editor of a technical magazine in the electronics field. For the past ten years, he...

Writing and Marketing, SCORE SCCS