“Customer service is just a day-in, day-out, ongoing, never-ending, unremitting, persevering, compassionate type of activity.” — Leon Gorman
Everyone knows that you must provide great service to be successful. No great revelation there. But if that’s true, then why do so many of us end up with complaints after dealing with a company’s customer service department?
Why is great customer service so hard to find?
What we’ll take a look at today is a list of eight specific things you can do for yourself and your clients that will help you provide world-class customer service. These are the things that people want — whether they realize it or not — that will keep them coming back to buy from you, or work with you, again and again.
Remember that you can apply these to your own copywriting business as well as propose them to the clients whose projects you’re working on.
1. Answer your own phone as often as possible
Life in general is busier these days than it’s ever been in the past. Juggling business, family, and the myriad other details we all deal with on a daily basis is a monumental challenge. But one irrefutable truth that we’d be wise to pay attention to is this: People want to talk to someone when they call a phone number. They don’t want to get an answering machine. They called for a reason, and they want results.
Years ago, Intuit Corporation, the financial software giant, used to make their senior executives work the phones for a few hours each month. The goal was to ensure that no one “at the top” lost track of the services the company provided.
If your business model doesn’t lend itself to being in direct contact with customers, it’s time to make a change. Make it a point to personally answer your calls as often as possible. It’s amazing what you’ll learn and how much you’ll be able to ramp up sales. There is no better way for you to understand who your customers are and what they want and need than to talk to them.
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