Having Confidence With Customer Service
Dealing with customers can be a rewarding or really annoying part of your business. Most likely, it will be both. The key to success is to have confidence handling any type of customer who comes your way with ease and grace.
The fear of feedback and problems stops some online entrepreneurs in their tracks. They don’t want to deal with any type of confrontation.
Online, you’re going to encounter more customer service volume as you grow your business, plenty of technical issues that confuse you, and rabid customers who break you down.
As long as you’re operating above the board, you’ll be able to develop confidence with customers easily. It’s when you start becoming a bona fide scammer that your guilty conscience gets the best of you.
Staying on Top of Customer Service
Part of what will topple you quickly is if you get inundated with customer service requests and you can’t find time to handle them all.
All of your technical issues should be thoroughly tested ahead of time. Did you use the right link? Is your system working? (Have a friend make a test purchase and tell you if anything failed to run smoothly).
Once that’s done, you can assume that you’ve done everything you can to give the buyer a pleasant experience.
The last thing you want is to have a launch with affiliates and some server crash (yes I know it used to be something they claimed happened because then it made you look so popular LOL). In reality, it makes you look unprofessional – and now that it’s been overdone, like a wannabe.
Some entrepreneurs claim that once they get to a certain volume of email, they simply can’t personally respond to each and every one.
Well I’m still not to that level and I get so many emails every day that every time I refresh, there are several new ones. I’m on it constantly multi tasking while doing other stuff.
You HAVE to manage your customer service emails as a #1 priority in your business.
If there are other emails from people just asking you a question, you can answer them AFTER you take care of the customer who just bought and didn’t get his download link.
Always take care of buyers first.
If you DO truly get to a point where you can’t handle it? Then hire a VA to be on top of it and make sure s/he is, too.
I know of one marketer who is a fairly big name with a pretty good reputation who totally claims he has a VA to handle his customer service when he really doesn’t.
He gave her a name (I think it’s Mary) and he blames her if ‘she’ doesn’t get back to you in time. It’s really pathetic. He did it as a way to make himself look important (I mean all the gurus have a ‘staff’ right?) and also to deflect any responsibility off of himself for taking care of you.
Just take care of people in a timely manner and they will be patient with you (in most cases) as you try to resolve their problem.
Technical Issues: What If You Don’t Know?
Sometimes your customer will have a technical issue and you don’t know how to handle it. They won’t get a download link (maybe it went to Spam), they have no idea what a zip file is or how to unzip it, or they don’t know how to read a PDF on their PC or watch a video.
Sometimes there are very basic things that people won’t know how to do. What you have to do in these situations is rapidly find the answer and if you can’t, apologize and refund.
You can ask for help from a company, like Hostgator, in a forum, from a friend, on social networks just remember the customer might see your conversations.
You don’t ever want to say anything like, ‘Some stupid lady doesn’t know how to unzip a file. What tool should I recommend to her?’
Because then the lady isn’t stupid you are for putting it out there to the entire world that you devalue your buyers in this manner.
Be honest. They’ll appreciate that.
If you don’t know something, go ahead and respond letting them know you got their email, and tell them you’re looking for a solution and will be right back in touch shortly.
Then keep your promise to them.
Handling a Rabid Customer
There are some MEAN people out there!
I don’t know what happened to them that day, but they will chew you alive no matter how sweet and honest you’re being.
Some people are just like that. Miserable human beings who will never be happy. We all know one or two of these types.
But some are just having a bad day.
Others are petrified that their gut instinct about online marketers will be true they’re all scammers so the second something goes wrong, they take it out on you like, ‘AHA! I KNEW it!’
I always start out giving someone the benefit of the doubt. I’m nice with them until I’m not.
If I diffuse your concern by responding quickly and trying to offer a solution and you’re still a jerk? Well then you’re about to get it right back atcha.
There’s no need for you to tolerate abuse by some stranger certainly not because they’re paying you anything.
If they’re still rude, refund them (or don’t depending on the situation), let them know their behavior won’t be tolerate, and ban them from ever buying from you again. You also want to kick them off your list if they’re on it.
You’re going to have some people who think if they threaten you, like with bad word of mouth, then you’ll cave into their demands.
Don’t ever do that. It’s weak. If you’re truly operating above the board, then vocally stand up for every decision you make.
In fact once they see that you’re in a ‘Bring it!’ state of mind, they might think twice because they’ll know you’re ready to go head to head because you believe in what you did.
Someone doesn’t agree with it? Fine. They can go learn from someone else. But you have YOUR back on your customer decisions.
Fight Back Against Unfair Practices
There are so many scammers who are NOT the entrepreneurs, but the CUSTOMERS instead!
I hate these kinds. You might as well walk up to me with my kids in tow and grab my purse when you steal from me.
Customer service (to me) does NOT mean the customer is always right.
Sometimes they are. Sometimes I am. But if they buy a product and refund it 5 seconds later, saying it didn’t work for them, I know they’re full of it and I’ll fight the refund.
If they do a chargeback on PayPal and claim they never got the download, I’ll screen capture their download attempts and send it to PayPal for a thorough investigation.
Never roll over.
Be Willing to Compromise
Sometimes there’s something that’s a little your fault OR the customer’s fault, or nobody’s fault it’s just a bad situation.
In these cases, offer a compromise to your customer to extend some good will to them.
Maybe you’ll let them have some free PLR or access to a tool that you sell. If neither of you are genuinely trying to dupe the other out of what’s fair, then work together to find something where you’re both happy.
Going Above and Beyond
Customer service isn’t just about paying customers. It’s about using the tools you have at your disposal to help out one of your audience members.
Sometimes someone will contact me and we’ll start a dialogue of their needs. Instead of just pointing them toward a guide, I might give it to them.
I don’t always do this I’ve become a pretty god judge of character.
But sometimes I do.
And sometimes I might have a PLR customer who bought $50 worth of content from me and he emails me a quick little question about PLR and so I email him back with an answer and some free PLR that I see he didn’t buy yet.
Or offer to personally help them in some way. I always tell people to send me a link to their site if they need help figuring out what’s not working.
Little things like that help.
Just your attention to being responsive is what will have you labeled as a supreme customer service person.
Your confidence will depend heavily on whether or not you’re truly trying to do the right thing. If you are, you have nothing to worry about.