XL Web Services Blog

4 ways to provide old fashioned customer service in a high-tech world

In today’s high tech world we are often so caught up in email, text and social media that we lose sight of the real people behind those accounts. Those people are our clients and customers who appreciate a face-to-face meeting. They appreciate when a real person answers the phone and they appreciate timely professional responses to requests. Combining technology and old fashioned customer service will help you and your business to be at the top of your game.

Here are four ways to combine technology and old fashioned customer service:

1. Face to Face Meetings: Being able to see each other is a way to build trust so why are you solely communicating via email and text with your clients?
Most businesses are on tight budgets. Whether meeting a prospective client or training your team in another state or country, face-to-face meetings are important. Skype is a FREE way to have face-to-face meetings without incurring travel expenses.

2. Response time: How many times have you emailed someone and not gotten a response for weeks or months? It happens more than we realize and it makes for bad business. Clients want and expect a response within 24-48 hours. Set your out- of-office or auto-responder if you are not available for more than a few hours. Responding promptly could be the difference between keeping and losing a client. They will appreciate your effort.

3. Be the Solution Creator by getting to know the client. Ask questions, research and offer resources that will benefit their business. This could be as simple as emailing an article on a topic of interest. Those actions illustrate you’re listening to them and working to create solutions even when you’re not in front of them. Creating solutions is an effective way to impress and retain clients.

4. Going above and beyond client expectations can be as simple as picking up the phone instead of emailing back and forth for hours. You want to use technology to your advantage. Offer resources like video conferencing and webinars to teach or present to clients. Ask whether they prefer email, phone or texting as the primary form of communication. Little things add up to happy, retained customers.

Delivering customer service and being a solution provider make you an asset to any business.

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