Andrea Wilson has written a terrific guide to providing great online customer service when a customer complains. She works through ten effective tips, including:
In emails, use “exaggerated courtesy.” Since the person can’t see your expression or hear your tone of voice, your words must do everything for you. Read emails at least three times before hitting the send button.
And this does matter, as Wilson continues:
How does good customer service increase your revenue? Every customer service encounter gives you another chance to:
* improve customer loyalty
* correct problems in your buying cycle
* upsell customers.
Wilson’s article is at Small Business Brief, a site that describes itself as “Providing small business resources, informative articles, current news, software directory and the small business ideas forum. Additionally offers a free weekly newsletter that caters to small business owners.”
And thanks to SmallBusiness CEO for bringing this article and resource to our attention.
small biz rural entrepreneurship
- Are marijuana shops good or bad for small towns? - April 22, 2021
- Downtown is your town’s core: How to make your case - February 22, 2021
- Zoom Towns: attracting and supporting remote workers in rural small towns - December 10, 2020
- In an economic crisis, spend your brainpower before your dollars - November 25, 2020
- Video: How to fill empty car dealership buildings for the holidays - November 6, 2020
- How has 2020 changed the challenges rural small towns face? Tell us here - October 20, 2020
- The Idea Friendly Method to surviving a business crisis - October 6, 2020
- Join me for the Rural Renewal Symposium online Oct 13 - September 26, 2020
- Cheap placemaking idea: instant murals - September 11, 2020
- Refilling the rural business pipeline - July 7, 2020
Dammit… I can’t find an email address ANYWHERE on your site. (By the way, this means people other than me can’t reach you without going through the efforts of leaving a comment).
Could you email me? chris aht chris brogan dot com .