Beth Boen is on a mission at The VOICE Customer Service Training - to restore the lost art of providing exceptional customer service and turn the tide on poor customer service becoming the norm! Her blogs contain tips on how to provide exceptional customer service in everything you do!
Check Your Junk Mail
For those who like to make web inquiries, there is nothing more frustrating than making a web inquiry and never hearing back from the company with which you made the inquiry. If you are a company spending valuable marketing dollars to drive traffic to your website, make sure you have someone responding promptly to web inquiries and make sure it is someone good in customer service!
Additionally, some websites do not even have a contact form, so you are forced to email them (a bad web practice) and they never get back to you. In this case, your inquiry most likely ended up in their junk mail or spam.
Exceptional customer service means checking your junk mail/spam regularly. You might say that you simply get too much junk mail to do this, but it is a worthwhile effort to skim through it daily.
Better yet, if your website is one that does not have a contact form, you need to get your web developer on that. Even if you do have a web contact form, those inquiries could still land in your junk mail.
If you do have a web contact form, test it to make sure it is working and going to the right emails. Additionally, have a mystery shopper company experienced in sales and customer service, shop your website. This interaction will give you valuable feedback on what training might be needed for the person responsible for responding to web inquiries. This simple tip can earn you new business. Contact us for more tips on how your website can be more customer service friendly.