Over the past few years I’ve been reading a lot of books on customer service. It never ceases to amaze me how many companies just aren’t doing it right. I don’t blame them, though, because I’ve failed in this area too. But you’d be amazed at how easy customer service is… you just have to understand it.
And be willing to take a few extra steps.
Many companies think customer service starts with the first interaction someone has with a customer. But that’s just not true. Customer service starts with the first interaction your customer has with you–and in the digital age, that is often the website.
You may not have any direct interaction with your site visitors, but that doesn’t mean that you don’t have to think about customer service. In fact, calling it customer service is a misnomer. It’s visitor service! And the fact that you don’t get a chance to interact directly with your customers makes visitor service even more important!
When it comes to securing the customer, it’s the little things that matter. It takes a small extra effort, but those efforts go a long, long way. When writing your site’s content, make sure you’re thinking about customer service. That may be the only interaction you have with them, and it can be make or break for them turning into a true customer.