A lesson from Google’s Nexus One
The importance of an efficient customer service
Google reminds us how significant it is having a competent customer service. Yeah, it’s a fact: you can offer a great product —and even analysts can say it could challenge the market domination… There’s a little problem, though. If you don’t offer an efficient customer service, you will get into trouble! For instance, just one week after the launch of the smart phone Nexus One, everything looks perfect. Nevertheless, the giant’s support forum has been overloaded with criticism and complains demanding an efficient feedback. Ouch!
Why? Among its drawbacks, customers identified delivery inconveniences, network incompatibility, dropped calls and operation woes. But, that’s not the point! The thing is that there’s no phone number for customer support, and you must wait at least TWO long days for an answer to your e-mails.
Google’s recent experience can help you understand the meaning and the importance of an efficient customer service strategy. Being always there for your customers is crucial to achieve success and build a positive corporate image (and yes, that goes for us, too.) Moreover, you must provide your customers with answers and solutions immediately, or at least you should let them know that you are working on it!
So, if you are developing your marketing plan for your new product or idea, there are some customer service tips that you should have in mind:
- Customers make your business possible. Truly listen to them! Be aware of their needs and always aim to satisfy them.
- Take the time to explain how your product or service works and how to simplify it. Your business may have several specific steps that customers need to follow in order to buy your product or service. Make sure they understand how to do it!
- Give an apology. Everybody makes mistakes, even corporations (you know it!). When something goes wrong, customers always appreciate an apology. So, deal with the problem and value their complaints immediately.
- Welcome suggestions, ideas and also generate regular feedback. Try providing a method that invites beneficial criticism, comments and suggestions.
- Make the difference from the competitors. Look at it this way: what can you give customers that they cannot get anywhere else? What can you do to follow up and thank customers?
In conclusion, there are many and varied benefits and features to an efficient customer service plan. Above all, without customers your business wouldn’t exist. Moreover, a good customer service will help you improve your reputation, and gain recommendations and new audiences.
Remember to focus on customers’ needs first!
More sources:
Google’s Nexus One phone sparks flood of complaints
Returning your Nexus One? Prepare to pay up to $550.
The Ten Commandments of Great Customer Service
