Hosting Service With a Smile?
Web hosting is not all about some guy sitting in his basement watching all the cool blinking lights on a server rack. To be successful in Web hosting you also have to learn how to treat your customers right. Customer service plays a big roll and if you are ignoring that fact - you might pay for it down the road.
Web hosts, you have a hard job. Now I know it isn’t easy watching every single employee or contracted worker to see if he or she is doing their job, but the least you can do is strong arm them into picking up a few good tips when dealing with clients.
One good way of personalizing your responses back to a customer would be to address them by name. Don’t just say “Sir” - say “John”. This way they at least know you read the first line of their E-mail or heard at least some of their correspondence to you.
Another helpful tip would be to greet them from the first. Don’t just go into addressing their question, complaint or issue. Let them know that you appreciate them for contacting you. Here would be a good example:
Hello John, thank you for considering The Web Hosting Show as your Web hosting provider. We strive to deliver the best, and we would love to add you to our family of clients here. Now, to address your question…
Then you can get into the technical answer of the question.
Last but not least, you should leave them with a good taste of your services in their mouth. Don’t just end with the answer, give them the assurance that if they are still confused or if they have any other questions they can come and ask you again.
Too often people get one answer and think, “Well that isn’t what I wanted to hear. Now what?!” and that should not be the case. They should know they can come back to you for more information no matter what the topic of conversation might be.
Related Podcast Link: Listen to Episode 100!
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