Good customer service demands that a business contacts and connects with customers on the customers’ terms. Oftentimes, this means you will need to be available via various channels. Depending upon your audience, you may need to connect with clients via new media, old media, or both.
When providing customer service there are several channels in which to connect with clients such as: Phone, email, web self-service, live chat, traditional letter, text messaging, and social media. Understanding how each of these channels work, and whether they work with your particular audience is imperative to your business success…
I like this infographic because it reinforces a customer service truth - meet customers where and when they want to be met. This is little doubt the MEANS of customer service has changed. We have many new way to stay in touch and respond. What makes up great customer service hasn’t changed, things like:
* Care and Share.
* Listen more than you talk.
* Be Proactive and respond fast.
* Do a little something extra.
* Golden Rule still rules.
still matter no matter what channel you use.
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