Good Customer Service Ain't What it Used to Be

“Good Morning. My name is Katie. How may I help you?”

You know, there was time when a call to Customer Service actually involved a live person on the other end of the phone, who had picked it up by the third ring, in the same country you were calling from, speaking the same language you were speaking, with no more of an accent than, perhaps, a melodic southern drawl, who fully understood that their job was to provide service to customers?

Hard to believe nowadays, but the fact remains that Customer Service, be at a special counter at the supermarket, or on the telephone, or on-line, is predicated on serving the customer with knowledge of the issue at hand, in a polite, respectful, understanding, prompt, and accurate manner, with the over-riding objective being to meet the customer’s needs whatever that happens to be. This may be even more the case with regard to the world of Internet commerce, where it is easy for the customer to feel they have been reduced to just so many mega-bites and pixels in a dispassionate environment of cyber-gibberish.

Keeping in mind that the sole purpose of customer service is to achieve the goal of customer satisfaction, in order to facilitate a happy end to a given transaction and, perhaps more important, to sow the seeds for future transactions, the only concern of any customer service regime is to Serve the Customer.

While many smaller E-commerce websites may find it difficult to afford that level of personal service to their customers, there are software solutions that are growing in popularity and effectiveness, as well as thoughtfully designed Help Menus, and On-line chat platforms, that are doing the job better and more satisfactorily than most out-sourced call centers with their 40-minute wait times and not so fluent operators.

Now that your customer base is expanding, it is of utmost importance to offer the best customer service possible, within the limitations of your budget. So, do yourself (and your customers) a favor. Take some time to investigate available E-commerce solutions, check out companies like http://live247support.com and the like and get the help you need with small business software, customer service software, and live customer support software.

Remember. A happy customer is a returning customer.

Wilson Johnson