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Become a client relations specialist and watch your company grow
One thing that is the same with all successful companies is that they have a great support system and amazing people running the backend of it. There have been plenty of times that I've referred people to Namecheap for domains and hosting and I've referred people to WPMUDEV.org for plugins and hosting all because of the top tier support I was given when I needed answers. I had plenty of things break, and the support agents went in and fixed the problem and didn't charge me a single penny, now that's support!
If you can become the best client relations specialist your industry has ever seen, you can quickly build up your customer base and keep them coming back as well as refer loads of new customers. In this discussion, I'll go over some things you need to consider if you want to do this.
Everyone wants to be greeted with a smile
Whenever I open a support ticket or live chat, I want to be greeted right away. I don't care if it's an automated message or email; I want it to be pleasant and enjoyable to read. Think about it, how often do you go to a support system and get a response "We'll get back to you in 24-48 hours!" and think "Well this sucks!"? I bet it's almost every time you see that message you get annoyed.
If you don't want to annoy your customers and potential customers, you need to throw in some lovely words and thank them for their inquiry. Tell them you appreciate their patience, you love their everything, and you want to help as much as possible, so they leave your chat with a smile!
Do this, and a majority of the battle is over lol.
Never argue with a customer
If you're hot-headed, you won't last long as a business owner because there are loads of people out there who like to argue for no apparent reason. You can't lose your cool if someone like this crosses your path, and they will because if you start arguing with them, they will use it against you and claim you're unprofessional.
Always laugh, smile, send emojis, and be a pleasant person the entire time. After your chat is over, then you can start complaining about them, but only after it's done. Never let them see you angry lol.
Listen and respond with more answers than needed
Whenever I open a support ticket or live chat, I usually have a few questions, and the businesses that have the best support tend to answer them all right away. I've taken note of this and started using canned responses that go over a few different questions and answers when a client of mine asks a specific question.
Over time you'll know what their follow up questions will be, and you'll be able to answer them before they're asked, and your potential customer or customer will love this. It's a huge time saver and gets people on their way
Always ask if they need help with something else
It doesn't matter if you've been chatting with someone for an hour fixing their website, you should always ask if they need help with something else? This will show you are always there to help them out and keep their website, SEO campaign, PPC campaign, etc. in peak condition, so they don't have to worry about much.
Give away something for free to upset customers
If you have a customer that is truly upset about something, and it doesn't seem like a fix will calm them down, you should try to offer them something for free (other than a free chill pill lol). You'd be amazed at how often a disgruntled customer will turn into a happy person after they get something for free.
Offer the best support, and you will keep the best clients. Help them with their problems, answer their questions, and always do it with a smile even if the person you're talking to is mad at you. Never show an angry side of yourself because it will almost always be used against you. Become the superhero support specialist that you are and the customers will stick around much longer
Thanks for reading