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What Is The Best Customer Service Experience You’ve Ever Had In Your Life?
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Customer support is a bit of an art form...

Some people love the thought of providing customer service and others dread it–I happen to love it and think of it as an art form.

At SubmitYOURArticle.com, we’ve sort of become known for our stellar, human, personal attention to customers, and I’m so proud of that.

This is a very technical field, and the internet can be a very cold and impersonal terrain, but it IS possible to convey warmth and make someone feel “taken care of” across thousands of miles where there is no face to face or voice to voice interaction.

Most of us are business owners here–today let’s talk about customer service. I’ll tell you my approach, and I really want to hear yours in regards to your own business. We can learn from each other!

Here are a few random thoughts of mine about interacting with customers and addressing their questions and problems:

  • People like to be treated as individual people, rather than as numbers.
  • It takes extra time to address each question or concern with a thoughtful and detailed answer, but over the long term it pays off for the business. (One thing we try to do is to anticipate customer questions, giving more information than the customer asked for.)
  • Customers should be encouraged to ask questions and report concerns. I want customers to feel like we delight in their questions.
  • Even people who are not actual paying customers and who are not interested in the service at all at the moment should feel like their questions are given as much importance as paying customers. Everyone is a customer, really.
  • Educating people about your niche is a marketing tool and business investment. We spend a lot of time training and teaching people how to do article marketing correctly so that they can have the best results possible. This treatment isn’t just for paying customers, but rather for the community at large.

When things go amiss:

Wouldn’t it be nice if everything went as planned 100% of the time?

If you have been in business for any length of time, you know that unfortunately this is not how it works. No matter how hard you try and no matter how careful you are, eventually something will not work as expected.

As a business owner you may think that if there is a slip up on your side that your relationship with the customer is permanently damaged. I like to think of things differently.

I forget what study reported this, but I believe that it is true:

A customer who has had a negative experience that was put right will have a higher opinion of the business than a customer who never had anything go wrong in the first place.

I remember reading that when I was first starting my business, and it has stuck with me.

Of course we DO want things to always go right, and we never want anyone to have any problems, but should a problem come up, it helps to regard it as an opportunity to develop an even more positive relationship with the customer. Puts a different spin on things, doesn’t it?

What’s the best customer service experience you’ve ever had in your life?

For those of us who spend day in and day out in the customer support trenches, it is helpful to look around at what others are doing and get some perspective and inspiration.

So, I want to ask you–in your whole life, what is the best customer support you’ve ever experienced?

I’ll tell you about a stand-out in my recent memory–happened just a few weeks ago. I had ordered something online for Christmas.

The package arrived promptly, but the thing that stood out to me was that on the receipt/invoice there was a handwritten little note from someone who worked at the company–I guess the person who prepared my order and packaged it up– and she wrote a note telling me how she liked what I had picked out and why. Then she signed her name and wished me a Merry Christmas. Next to the note was a small piece of very nice dark chocolate taped to the receipt.

When I received that, I thought, “Aww, how nice! I can’t believe she actually thought to encourage me over what I had ordered.” And then I ate my chocolate. :)

What about you? Tell me about a customer support experience that stands out in your memory…

Photo credit:

Paint Pallettes by hydra arts

Shhh! Article Marketing Tip …

Your customer service enquiries are like gold dust in terms of article marketing … for example, you can find out exactly what sort of information prospects or customers are looking for or what they need help with, and your answers can often form the basis of great articles. For me, it’s a never-ending source of inspiration.

(As well as syndicating those articles, you can add something similar to your blog and refer future similar enquiries to the blog post, as well as attract traffic to it via the SEs … all helps in building massive publicity for your website!)


NOTE: Please be aware this content may now be outdated. For the latest quality content on how to build massive publicity for your website, please go to The vWriter Blog - Helping Businesses Grow Traffic, Build Engagement, and "Be Everywhere"


4 Responses to “What Is The Best Customer Service Experience You’ve Ever Had In Your Life?”

  1. John Yeoman says:

    The most reassuring customer care experience I’ve had on the Net came from the web platform provider Yola. I emailed them with a technical query one Sunday evening. An hour later I received a helpful reply from a Yola lady, let’s call her Sally. (Such speed was impressive, all the way from Cape Town :) )

    In her signature, she gave her personal URL at Yola. It showed pictures of Sally, her dogs and her travel adventures in Spain. Before long, we were exchanging reminiscences about Great Tapas Bars we had visited.

    I know there are plenty of web platforms available that are more sophisticated than Yola. But now I’d never quit Yola. It would upset Sally!

    Moral: people do not stay loyal to robots, but they’ll go out of their way to renew their payment to a real person, who has quirks and foibles just like they do. That’s why auto-responders – unless handled very carefully – can do more harm than good.

  2. Pat Wiklund says:

    My best customer service email came last week. I was trying to figure out my finances in preparation for starting my Income Taxes and was befuddled by not being able to find any affiliate payments from this great article service I use. You guessed it: SubmitYOURArticle.com

    I got back a personal email within significantly less than 24 hours from a very nice lady who helped me understand how I had missed it and where to find the records.

    Considering I am on the west coast of the United States and she was in England, it doesn’t get better than that!

    Thanks again from a loyal customer.

  3. Steve Shaw says:

    @Pat Wiklund: Hi Pat,

    You are very welcome, and I’m glad we could help you get that figured out. We appreciate your patronage and your referrals, so thank you very much!

    Steve

  4. Steve: glad you asked. I had to have a phone cord replaced for my cell phone about 3 weeks ago. The young lady at a Verizon store was oooh so nice and helpful. No agitation from her whatsoever. She made me feel like I was special.

    Thanks Steve,

    Wendell

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