Devoted to customer service and the principles of exceptional customer services

Have you ever told a customer to go to your website after they’ve taken the time to call you for information?  This is what Mary Schmidt experienced recently with two companies.  

When you tell your customer to go to your website, it’s almost as if you’re telling them, “We don’t want your business!”  You’re basically flushing money down the toilet.  What if that customer needs clarification on some information?  What if the customer simply wants to talk to a human being?  

This is pretty much along the same lines of a customer calling to ask a question and you ask them, “Have you read our FAQs yet?”  

Answering your customers’ questions in a friendly and helpful manner will almost guarantee you the sale.  You do want to make a sale, right?  

If there are a couple things about customer service you should learn today, it’s:

1.  Never refer customers to your website for more information.  Give it to them verbally.

and

2.  Never make political statements when answering email from customers.