Tuesday, March 14, 2006

Blogs And Exceptional Customer Service

I mean, it really is about your customers....isn't it?

We all know how easy it is to give a "canned" reply. To customers, stakeholders and other business partners. We also all know what it's like to be on the receiving end of one of those. It's really not very pleasant. And we all gripe about it when it happens. Here are some thoughts by Wayne Hurlbert on WebProNews.com.
As a means of starting and maintaining conversations between all interested parties, blogs are almost without equal. Business, public relations, and customer service blogs are even more valuable when problems arise.

When something goes wrong, as it always does in the real world, there is a natural tendency for many business people to keep quiet. By clamping down on suspected media leaks, dissidents, or those employees simply acknowledging an everyday problem, the company is taking exactly the wrong approach.

Instead of tightening down the lines of discussion, customer service blogs enable the flow of conversation to travel in both directions. As a result, small problems and misunderstandings can be fixed to everyone's satisfaction, with little fuss. The danger of the customer related problem exploding to major crisis stage is reduced dramatically, or even eliminated entirely. The lowered stress level on employees, resulting from fewer confrontations, boosts morale and productivity. It is also crucial to lowering staff turnover and replacement hiring and training costs.

The best blogs are the furthest away from canned answers, scripted replies, and "indemnifaction" statements.

Let's help you start a conversation with the most important part of your enterprise. The ones who keep it afloat - your customers. ghostblogging@veritymedia.com.

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