Customer Service Tips for Web Hosts
When it comes to dealing with customers, keeping “customer service” in mind is always a good thing. You want to make sure these people are being taken care of because no mater if your the guy who owns the hosting company or your just the grunt that works at one, good things can always come from having a happy customer.
Have are just a few personal customer service rules I always take into consideration when dealing with people who are having trouble or questions about their setup on the World Wide Web. These are from me to the web hosting customer support folks out there. Next time you answer a support ticket, take these tips into consideration.
Do a Little More for the Customer
Did you fix the problem and move on to the next question? When possible you should always check and see if there is a little more information you can provide. If somebody wants to know how to install WordPress, don’t just tell them and be done.
Give them the answer they need and then maybe share a few places to get themes and plugins. Maybe a resource you know that has some good beginner information when it comes to WordPress? Taking that extra step to make sure the customer is getting what they need is never a bad thing. It’s like opening your birthday present and finding two things in the box instead of just one.
Always Call the Client by Name
This tip really goes beyond just calling people by name, what I really mean to say is personalize your responses a little ‘bit. Your not a robot so there is no reason why you should be acting like one.
Call them by your name (if their name is given) and talk to them in a way any human could understand. If that quick response your suppose to hand out isn’t clear on something - go ahead and add a little more information. The hosting client will appreciate you going that extra mile.
Welcome Them Back if They Need More Info
I always tend to end my customer service lines with “Hope that helps, and if there is anything else we can do for you please feel free to let us know”. That line (or your own version, depending on how you want to put it) welcomes the customer back and makes them feel like they are welcome to come back to you if they need more help on the topic.
Not all questions can be answered in one go around so best to welcome them back until the customer says they have been taken care of.
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Good suggestions. Customer service is a hard thing to do. I would add “stay on it” - don’t let customer service be the theme of the week or the month, but instead, keep on doing it all the itme.
And of course, read my blog.