Small Business - The Truth About Your Customer Service Could Shock You

One of my least favorite chores is shopping for groceries-it's a necessary evil I must do.

My problem in particular stems from experiences in my neighborhood market, which happens to be a rather large national chain. No matter what time I visit day or night, the lines are long, the staff is never available to help and they usually don't have all the items on my list.

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This frustration has led me to patronize a "Mom and Pop" market with only four locations across my state, higher prices, a mere quarter in size and much further away compared to my neighborhood chain store.

So why do I keep going back?

The TRUTH is, customer service.

There is always a knowledgeable staff person available to provide assistance and make personal product recommendations. The staff person makes a point to mention "if you purchase a product and don't like it, bring it back". When you reach the check out if the cashier is busy with another customer, they will immediately call for another cashier. They always have a person stationed with the cashier to bag your groceries. NOPE, you don't have to ask, the bagger without hesitation will escort you with packages in tow to your car.

NOW THAT'S CUSTOMER SERVICE!!!

What's the truth about your customer service? Do you provide added value? Do you proactively fix or solve problems? Do you offer a bonus?

Want to improve customer service? Don't overlook your website, the internet or technology as an avenue to strengthen customer relationships. Try these:

Instant Messaging - a real-time chat between one or more people over the Internet. Instant messaging open up new avenues of communication between you and customers, but it also can help you extend the hours of your business.

Online Live Chat - is almost like instant messaging but offers a complete contact center solution. The features include live chat, click-to-talk, email management and FAQ/knowledgebase.

Solution Center - provide tutorials, videos, demos, audios, and articles to your website. Add what ever it takes to improve the customer's knowledge about your product or service.

Frequently Asked Questions (FAQ) - a list of answers to the most commonly asked questions, be sure to keep them up-to-date. In addition to placing them on your website, include a PDF version using an autoresponder triggered by an order or inquiry.

Virtual Operator - provides live professionals. They can answer and screen calls, act as receptionists, perform order entry, and provide callers with important information 24/7.

Visitors who get quick answers to their questions stay longer, buy more products, and show more confidence in your company.

The Internet has changed the way we communicate, so why shouldn't it transform your relationship with your customers?

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Small Business - The Truth About Your Customer Service Could Shock You

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