Customer service is crucial and where a lot of business people miss the boat. There’s an old saying in the real life business world “The Customer Is Always Right”. Whether you like it or not, it is true and it applies to every business in Second Life ™. Your customer is the most important aspect of your business. If you have unhappy, dissatisfied customers, it will be detrimental to your business’s reputation.Over my time in business, I have always taken the approach of being extremely nice to my customers no matter what the situation. I’ve had to bite my tongue quite a few times. If they have a question, problem or idea, I take the time to listen and to try and help. If they have a complaint, I rectify it any way I can. I’ve had a couple customers who were very upset and after talking to them, they thanked me for my help and became repeat customers. It’s worth the effort.
Be very serious about your dealings with your customers. If they are angry or upset, calm them with words and action to show you are serious about doing something. Even if it is obvious the customer is wrong, sometimes it’s better for repeat business to take a loss and compensate the customer in some manner.
Always thank a customer for bringing a problem to your attention. No amount of advertising can repair damage done by failing to address a customer’s concern. Customers have friends, and their friends have friends and so on.
Avoid saying “Yes, but…..”. Customers do not want to hear excuses. They want to know that you are concerned about their problem and that you will take steps to rectify it. Whether they paid too much, didn’t follow directions, it doesn’t matter. Giving a more positive answer like “Sounds like you paid more than you expected” or “Do you think so?” keeps both of you focused on the issue and not offended. Offer solutions and if you have to, offer to explain how to use a product.
Be available. I can’t count the number of times I’ve contacted a business owner who replied with “I’m busy now” or simply “What?”. That’s not good enough. A customer’s issue is important to them and it’s important now. Not later, not tomorrow, now. If you want to be in business, you have to be prepared to answer your customers. That doesn’t mean you have to stop and give them an hour of your time while you’re at an important function you’ve been waiting to attend. But the way you answer goes a long way to show you are concerned. Responding with, “I’m sorry Jane, I’m at a concert at the moment, however if you send me the details, I’ll take a look at them and get back to you as soon as I am done”. And do get back to Jane. As soon as you are free, review what she sends and respond exactly as you said. Nothing is more frustrating to a customer than to be told someone would get back to them and then doesn’t. It would also help to have a way of contacting you available at your store and even to give a schedule of when you are available. It may not eliminate untimely ims, but it will stem a tide. And if you say you are available, Be Available.
A lot of time issues and problems can be avoided. Not all but some. Having clear, concise information available at your store sometimes will solve a problem before it happens. Note cards with sizing directions or tips on solving common problems can be posted so that any customer has access to them. And be concise. A customer doesn’t want to spend a whole lot of time reading instructions and figuring out how to do something. They just want to get home and wear or use it. It’s your job to make it easy for your customer. If you’ve had complaints, problems or issues in the past, make a frequently asked questions card and have it available as well. Providing help and solutions before a problem occurs can prevent a lot of headaches for you and your customer.
Remember, customers see you as the expert. Don’t respond with “I don’t know” or “Beats me”. If you really don’t know the answer let them know that it’s something you need to explore and get back to them. If you appear to be uninformed or don’t have the answers they are looking for, they will probably shop elsewhere.
Everything mentioned above, goes for your staff as well. Train and educate your staff about your product and how to deal with customers. Make sure they are not afraid to refer a customer to you if it is not something they can handle. Customers feel they are being taken seriously if a staff member seeks out the manager or owner.
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