How to Use Information Technology to Help Customer Service
Information technology has revolutionized customer service. With the Internet, you can use information technology to help your customers receive top care. Further, you can give your customers immediate answers, rather than having to write a letter and wait for a reply. Information technology is also making customers more savvy, and they expect quality service and are more likely to complain if they don't receive it. Companies increasingly solicit evaluations from customers -- on the telephone at the end of a call or by email -- about how well they felt their problems or purchases were handled.
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Instructions
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Visit the appropriate manufacturer's site with a customer to review details such as refund policies and guarantees. The Internet allows both of you to see the details and to discuss them. If, for example, a customer wants to return a refrigerator because the door opens the wrong way, you can immediately find the policy information from the company rather than telling the person you will get back to her.
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Copy the client on all email messages that have to do with him. This is a good way to keep the client informed of exactly what action you are taking. It also serves as a record if anyone questions what has been done to resolve a problem.
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Send a text to let the customer know that her car has been serviced and is ready to be picked up. This quick and easy technology offers an excellent way to communicate, and the customer won't be interrupted if she is in a meeting. Text messages can also be used to remind people of appointments or to ask them if they want to get in on a special offer.
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Video chat live with your customers over the computer using a program such as Skype, MSN or Google Talks. You both must have the same program installed to enable you to see each other on your respective computer screens. Although you are not meeting in person, it is more personal as you can see each other and monitor body language and gestures.
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Develop a system of asking your customers for feedback about the information technology. Inquire if what you used was appropriate and if it helped meet their needs. For example, some people may find purchase follow-up emails annoying, while others may welcome them. This can help guide your future information-technology purchases.
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Generate a personal touch to your customer services. Set up a computer program to automatically send your customers e-cards on their birthdays.
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Include a CD about your customer support services with all purchases. It is easy to add a copy of a CD that includes information on the services you offer and the people to contact should something need to be repaired. The client can then store it for future reference.
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Tips & Warnings
Make your customer services seem approachable. Let your customers know what hours you are available and how they can contact you by text or email with their questions.
References
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