how to give good customer service

Giving GoodCustomer Service

for Online Stores

Give customers several ways to

contact you.

Make sure customers always have a way to get in touch with you for any comments, inquiries, follow-ups, or

general assistance.

Each customer will have a preferred way of communication so provide

them with several options.

Email

Always have a customer service email address available.

Have an automated message set to reply to each email to serve as an acknowledgement. Give an estimated timeframe for

when they can expect a response from you.

Example:

Hi!

Thanks for sending an email and visiting ACME Clothing Inc.

We’ll take a look at your message and get back to you with a response within 24 hours.

Cheers,The ACME Clothing Inc. Team

Phone

Some people prefer getting responses right away so having a phone number would also be good.

If you do not have the manpower to monitor your phone line 24/7, leave an automated message for when someone calls

outside business hours and allow customers to leave messages so you can call them back.

Example:

Hello. You’ve reached ACME Clothing Inc. We are currently away from the phone but please leave a message with your name and phone number and we will call you back as soon as possible. You can also send us an email at sales@acmeclothing.com. Thanks and have a great day!

Live Chat

For those who want immediate responses, but do not like speaking on the phone, live chat is the best.

Like with the phone, if you cannot monitor it 24/7, have an automated response sent when someone sends you a message

outside of office hours.

Example:

Hi! We are currently offline but we would love to speak with you. Please leave your email address so we can get in touch with you when we come back or you can send us an email at sales@acmeclothing.com.

Respond to messages as soon

as possible.

A response that takes too long will put off customers.

Email responses can take more than a few hours, a day at most.

Chat and phone inquiries must be dealt with immediately.

Take notes and monitor

conversations.

Improve your skills by going back and reviewing past conversations

with customers.

Take note of recurring issues and see if you can find a permanent fix

for it.

Review how customers responded to you to see what you did wrong and

what you did right.

Do your review regularly so you can continually improve your skills.

SUMMARY

SUMMARY

● Emails○ Set an automated message to acknowledge received emails.○ Do not take more than 24 hours to reply.

● Chat○ Respond immediately.○ Set an automated message referring to your email address for when

messages come in while you are offline.

● Phone○ Respond immediately.○ If calls come in while you are unavailable, allow customers to leave a

message or refer them to your email address.

● Review○ Review and take note of past conversations.○ Study the things you did wrong and right.

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