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Customer Service Part 2

March 18, 2014 | By Dee Ann Rice

Customer Service

In my last post I talked about how my problems were solved by Ashvini because of his excellent customer service. Not only did he make sure I had his plugin set up properly on my blog, he also addresses some issues with my blog that had nothing to do with his plugin.

If you did not read my last post you can find it here Great Customer Service To The Rescue.

As I approach the long over due launch of my product Customer Service among other things have been on my mind a lot.

I want to make sure I am giving excellent Customer Service to my customers. That is what prompted this post.

What is Customer Service

We all know what we expect for customer service off line.

If I walk into a store and cannot find what I want, I would like to have someone from there store available to help me find it or answer my questions.

It is very similar online. If I am looking at a piece of software that I am interested in buying, I would like to be able to ask questions and get answers within a reasonable length of time.

If I buy a piece of software or a course, I expect to be able to ask questions when I do not understand something or am having troubles making something work right.

I think as consumers we would all pretty much agree that this is what we expect out of Customer Service.

Why Provide Customer Service

Providing Customer Service is essential to keeping customers.

If you have a product or are thinking about producing a product customer service is an essential part of the process after the product is released.

Much of your advertising online is word of mouth. This includes other people writing posts about your product because of their great experiences with the product.

Most likely a really great experience has to do with talking to the product creator and getting the help or information needed to properly use the product.

Without customer service your product will not get the exposure, you will not make as many sales and you will lose the customers you already have. This means your list will actually shrink, something no internet marketer wants.

How to Provide Great Customer Service Online

This is very simple. If you sell a product and promise something, make sure you give that service to your customers.

  • Service should be given without the customer having to purchase an additional product or having to pay an extra price.
  • Service should be given in a reasonable length of time.
  • Follow up with your customer to make sure their problem was solved.

By doing this you will grow your list and there by increase the amount of money you are making now and in the future.

What All This Means To Me As I Produce My First Product

I am finding that so much more goes into producing a product than meets the eye and customer service is on of those things that I have been thinking about recently as I get closer to my release date.

I want to product great customer service so my customers will tell their friends about it and even mention me in their posts.

Products I Would Recommend Because Of Great Customer Service

Comment Luv – Andy Baily **

ShareJuicePro – Ashvini Saxena **

CB Leaderboard — Bill and Erin **

What About You

Have you had good or bad experiences with customer service? Do you have any suggestions for others who are maybe producing their first product about customer service?

I love comments so just stop by and say “Hi” if nothing else.

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** These are affiliate links and I will profit if you purchase these products through these links.

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{ 5 comments… read them below or add one }

1 Adrienne
Twitter:
March 19, 2014 at 7:46 am

Hey Dee Ann,

Boy, did you ever hit the nail on the head with this one.

You and I have talked several times about this but it’s really hard to find good customer service these days. I’m not sure why either because I don’t know how some companies are even able to stay in business. I’ve bought a lot of stuff online and never got any responses from some the owners when I had questions. If that’s the case I’ll never buy from them again and I sure as heck won’t be recommending them.

As you know, I also have CommentLuv Premium and Share Juice Pro and I can’t recommend them enough either. Not only are they a great product but the awesome individuals behind them well you just can’t beat Andy or Ashvini. They will go out of their way to help you so everyone should take a page out of their book.

I know you’re do well when you release your product because I’m sure you won’t be having any issues. Maybe people still not quite understanding but your videos are fabulous.

Great topic and one I wish everyone would pay attention to when building a business online.

~Adrienne
Adrienne recently posted…Repurposing Your Content – The Swiss Army Knife of BloggingMy Profile

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2 Dee Ann Rice
Twitter:
March 20, 2014 at 5:42 pm

Adrienne,

I agree with you, I don’t know how some companies stay in business because they do not have almost any customer service. I also will not buy from them again and will not recommend them to anyone if I can not get my questions answered or get the help that was promised.

I want to have customer service like the people that I recommended. If I can even come close to what they are doing I think I will do well. They are excellent at customer service.

Thanks for stopping by and for commenting on my post.

Dee Ann
Dee Ann Rice recently posted…Great Customer Service To The RescueMy Profile

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3 Jeevan Jacob John March 20, 2014 at 7:17 pm

I don’t particularly remember any of my bad experiences (it’s funny though..I have read about studies saying that we are more likely to remember our bad experiences, since negatives tend to be a lot more powerful than positives).

I don’t remember any good experiences either…so, yeah. It might be my brain ;)

One of the things I am trying to do is forget lot of things…free up space in my brain (I am not sure if it’s me trying, or if it’s my brain forgetting things. I am spending a lot more time learning new things and thinking, so it might be that).

I think a lot more companies are realizing the importance of customer service (and taking that extra effort, which is good for customers). But, it also means that we have to try harder to set ourselves apart…how is our service any different than the other one?

Do we provide better (and/or more) benefits? Do we encourage our reps to talk to them (about customers’ lives and such…without going in too deep. We don’t want to come off as stalkers, right?).

It will be interesting to see how different customer service will be in 4 or 5 years :D

Anyways, thank you for sharing this, Dee Ann :)
Jeevan Jacob John recently posted…Want to be more Creative? Just be bored!My Profile

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4 Dee Ann Rice
Twitter:
April 5, 2014 at 10:21 am

Jeevan,

It will be interesting to see how customer service changes in the next few year.

You are right it is a balance. You want to be there for your customers but not be nosey. I think that just responding in a appropriate length of time is good customer service. I left a message for someone a month ago now asking a question about their product and they still have not answered. I need to go leave the message again I guess. I don’t thing that is good customer service though.

Thanks for your comment and have a great day.

Dee Ann
Dee Ann Rice recently posted…Online BillboardsMy Profile

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5 Prakash April 12, 2014 at 3:44 am

Yes you are right customer service should be good. If customer service will be excellent the trust towards the service automatically increased. yes I have also read your post how your problem is solved by Ashwini.
Nice post.
Prakash recently posted…Flappy Bird FOR PC / Computer / WINDOWS 7/8, MAC AndroidMy Profile

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