As a virtual assistant, you must have a good customer service strategy in place. This will keep existing clients coming back for more, word-of-mouth will spread about how great your service is, and potential new clients will be dazzled from the offset of contacting you.
So, how do we achieve such fantastic customer service? Here is what I always use, it’s my “Takeaway Coffee Principle!”
Your customer support needs to be strong. People must have reason to trust you, so you need to know exactly what you’re talking about, understand your business and always deliver the goods when you respond to support and service requests. Here is a comment a client made recently about our customer support at Virtual Miss Friday:
“Thanks and I’m so excited to be working with your team again. You guys do such fantastic work and your customer service is wonderful.”
Clients need to remember the customer service they receive from you, it’s not enough to just perform tasks well… Delivering strong customer service support is paramount to your long term business success.
Black and White.
Customer service should be black and white. Don’t use jargon, or difficult concepts — think Janet and John! Keep the responses simple, uncluttered and to the point. Explain in detail where you have to, but always keep it simple to understand and easy for the client / customer to digest.
Customer service should always be warm and friendly, even when someone is very upset or angry. Stay impartial, always start with an opening greeting such as:
“Certainly, I am happy to help you with this.”
…and end with a closing statement such as:
“I hope this answers your question, however if there is anything else I can help you with, please let me know.”
Your response time to answer should ideally be within 24 – 48 hours, at the most. If the answer is particularly complicated and you need to request assistance, this is fine, but tell the client / customer that this what you’re doing, and don’t ever leave them hanging.