Customer Care and How to Overcome the Virtual Divide

Sometime it feels like there is an enormous divide between you and your customers.

Rarely in these days of online retailing and chain stores can a business owner look into the face of a customer to know how well that customer has been served.

There is no face-to-face contact, no personal greeting, and no friendly good-bye. Or is there? Customer care training experts claim that, indeed, you can still measure satisfaction even though you serve the bulk of your customers virtually.

Think about it. Can’t you tell when someone is smiling just from the sound of their voice? Good customer care reps are able to project their genuine intent to help their customers…even across the telephone lines. And good customer care centers set up their service systems to automate simple requests for the convenience of their customers and to provide live support for the more complex problems. And the best centers have a process in place to quickly and accurately poll their customers to be sure that they are well satisfied at the end of the interaction.

Are you doing what it takes to cross the divide?