By large, all people want to feel they matter to others. Writer, lecturer and interpersonal skills expert Dale Carnegie is quoted as having said, “Remember that a person's name is to that person the sweetest and most important sound in any language”. Whether you’re considering how to sell an ebook online, software, basketballs or bowling pins, you’ll do well to remember this advice and use it as your foundation for delivering personalized customer service.
Here’s what else you need to keep in mind in this regard.
Get to Know Your Customers
Rather than customers, shoppers or callers, think of your patrons as people first. Engage them in conversation, get to know their names, ask key questions, listen when they talk and use the information to craft offerings and solutions tailored to their specific needs so you serve them better.
Be Worthy of Their Trust
When you’re asked for a recommendation, rather than trotting out a cookie cutter list of whatever it is you need to sell the most, consider their purchase history and make suggestions based upon their apparent preferences.
Further, whenever they place an order, compare it against previous orders to look for overlap. If you notice they’re ordering something they’ve bought previously, remind them they have it already and ask if they’re sure they want to go through with the purchase. These actions say you’re looking out for them more than you’re looking out for your wallet.
People notice and appreciate these efforts.
Show Rather than Tell
If you are considering how to sell an ebook online, look for opportunities to inform your customers with visuals. For example, if a buyer contacts you with a problem regarding a download, send them a video tutorial showing them how to conduct the procedure properly. Similarly, if your FAQs include topics capable of being demonstrated visually, do so.
It’s also a good idea to set your customer service team up with video chat, either via Face Time, Skype or whatever other solution makes sense for your situation. People value face-to-face contact, as it introduces an element of humanity that can’t be readily achieved by phone, chat or email. If video chat isn’t feasible, at least have a photograph of the customer service agent come up on the screen during chat sessions, to help humanize the situation.
Ask How You’re Doing
Most people know it’s simple common courtesy to inquire as to the wellbeing of another individual when you’re engaging in an interpersonal exchange. If you’re truly interested in delivering personalized customer service, it’s equally important to ask how you’re doing too.
It’s all too easy to walk around feeling like you’re crushing it, only to learn you have a blind spot in which your customers are feeling underserved. The only way to know for sure is to ask at the end of every interaction if the customer’s needs were met. If they were not, ask what you can do to make it happen. Collecting feedback is one of the most important aspects of superior service. To this end, it’s also a good idea to run surveys at regular intervals so you can stay abreast of any developing trends.
Delivering personalized customer service is the best way to show customers you’re committed to bringing them the best of everything. This, in turns build trust and loyalty, which garners you repeat business. When you consider the vast majority of a company’s business comes from a small segment of its customer base, you’ll do well to ensure every single client feels valued.