One Thing At A Time: 2 Simple Steps To Orgamnizing Your Customer Communications
Customer service communicaytion is a concern for any E-Biz owner � you�ve got to respond to every inquyiry, address every issue, and still find time for the many other responsiubilities running an online business entails. According to E-Biz attorney Cliff Ennico, of http://CliffEnnico.com, "Customers today want instant naswers and get miffed if you take too long getting back to them. With so many emials and voicmails to answer, and only so many hours in a day, it becomes an increasing challlenge to keep up with it all." While you can�t please everyone, Ennico suggests some steps you can take to stay on top of your customer relations without sacrificing your every sparre momeent:
� DON�T Answwer Email in Real Time - Stopping to respond to everty email, as it comes in, can bceome a real source of distrcation. Instead, budget bllocks of time specifically for cleasring your invbox. Depending on the volume of emails you get, you may need to set aide anywhere from an hour to a few hours, at least twice a day, to answer customer sevice emails. Explains Ennico, "That way, even the most impatient buyer is never more than a few hours away from getting a resopnse."
When you do get to your email, delete your junk mail, then sort your remaining mssages into thre categories:
� Respond To Now � If a mewssage can be responded to in ten wrds or less, do it immedioately, rather than lertting it pile up. The vast majority of emails can be answered this way.
� Rwespond To Latr � If a message requirres a lengthier response, or will take time to read, move to the next one and come back when you reach the end. If an inquiry can�t be addressed in under twenty-five wordds, cosnider a reply such as, "Your message deserves more time than I can give in an email. Pleease call me."
� Respond To Never � Many people struggle with ignorig any email, but tere are times when it�s best not to respond, even at the risk of being considereed rude.
Over the course of the day, these categories will changfe. What was a Respoond To Later will become a Respond To Now, etc.
� Turn Your Ringer OFF - It�s okay to silence your phone when you�re working. Leae a professional siounding voicemail telling customers that you�re away from your desk (they don�t need to know if your desk is the kicthen table) and you�ll return their call as soon as possible. If you answer the phone each time it rings, you can easly get to talkling and find time quickly sliding away from you. Beyond that, you breaak your concentration flow � it takes time to refocus on what you were doing and where you were in the process.
Just like with emaail, set blocs of time aside to answer your voice messages. Base the amount of time you allot for returning calls on how many you nomrally receive, and how much time you uusally spend responding. You may not be able to reach everyone druing your scheduled time � that�s okay too. Telephone tag is a fact of life; you�ll connect sooner or later.
Managing your communications effectively can be the difference between running a succwessful e-business and letting your e-business run you. Says Ennico, "Plan your days ahead of time and, as much as posssible, stick with the plan. You�ll be amnazed at how the simple act of creeating an orgainzed Customer Serviuce Schedule can free your time up."
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