-•- HomeOfficeDigest.com Newsletter - Issue 150 -•-
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THE HOME OFFICE DIGEST NEWSLETTER
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BE YOUR OWN BOSS
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I don't really like to recommend this but from time to time it is
necessary. If you've been at this for a few years now and haven't
done too well it may be time for you to consider a new line of 
work. Not everyone is cut out to be a doctor, not everyone is cut
out to be a lawyer, and not everyone is cut out to work at home
for themselves. Marketing is the key to being successful while
working at home and many people, including myself, consider this
more of a talent than a skill. The new year is a great time to
mark a new beginning or to re-dedicate yourself to whatever type
of work you decide is for you. Be honest with yourself, take a 
hard look at the numbers, and make a logical decision on your
financial future.  


FEATURED ARTICLE
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Putting The "Service" Back In "Customer Service"
by: Sean Cohen

The future of customer service is here. Technology has made 
seeking out support faster and easier than ever. But, has 
your digital age company sacrificed true service in the name 
of automation? 

Today, finding customer support is as simple as writing an 
e-mail or picking up the phone. But, even though you're not 
face-to-face with your customers, you still leave a lasting 
impression. Do you come across as caring and competent, or 
menacing and mechanical? 

Offering stand-out service on the Internet isn't as hard as 
it is rare. Take these simple steps towards old-style 
service in the digital age: 

* Give Each Customer a Personal Response 
* Be Clear, But Sincere 
* Offer Live Customer Support 
* Make Sure Your Support Reps Have All the Answers 


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GIVE EACH CUSTOMER A 
PERSONAL RESPONSE 
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When a customer sits down to e-mail your company, it's 
because he needs help. He chooses e-mail because it's quick, 
but his request still warrants a satisfying and personal 
response! 

Companies eager to save time and money often take automation 
too far in their customer support. Each customer has a 
unique question, and deserves a unique answer. Even if you 
save time by copying and pasting stock replies, change the 
opening and closing to make the message sound less robotic. 


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BE CLEAR, BUT SINCERE 
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When responding to customers' e-mail, be sincere and to the 
point. Before sending a message, try turning the tables. 
Ask yourself, "Would this answer satisfy *me* if I were the 
customer?" 

Take that extra moment to give your customer the help he 
deserves. It might mean the difference between a satisfied 
customer and a credit card chargeback! 


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OFFER LIVE CUSTOMER SUPPORT 
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E-mail has become an acceptable form of communication. But, 
live customer support is still necessary. The plethora of 
information available online can be overwhelming to 
customers, especially those new to the Internet! 

Single your company out from the crowd by providing customers 
with a real person to talk to. Live phone support is an 
invaluable way to foster trust. When your customer has 
reached the end of his Internet rope, and just needs *help*, 
your toll free number is the answer he's looking for. 


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MAKE SURE YOUR SUPPORT REPS 
HAVE ALL THE ANSWERS 
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The presence of phone support will do no good if your staff 
doesn't know your product! Customer support reps should be 
warm and friendly, and willing to help with any aspect of 
your product. 

What a good feeling it is to talk to someone who feels 
confident in his product. It's even better if he's 
knowledgeable enough to solve your problem without 
transferring you all around the company! 


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PROVIDE STAND-OUT SERVICE; 
GAIN LIFELONG CUSTOMERS 
---------------------------------- 

Too many e-businesses skimp on customer service, hiding 
behind web sites and message boards. Customer support is an 
integral part of every company, even those operating solely 
online. Be one of the few to offer stellar service, and gain 
customers for life! 

----------------------------------------------------------- 
Customer Service is becoming a lost art, but Sean Cohen wants 
to make sure that never happens at AWeber Communications! 
Find out what service is meant to be: 
http://www.aweber.com/a/p186/lcs.htm  
 

DOWNLOAD OF INTEREST 
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With the BadTrans Worm still rampant the download of the week this
week is the ZoneAlarm personal firewall by Zone Labs. If you are
not running some type of security program on your computer right
now you are leaving yourself open to attack. If you have ever, or
may ever place a credit card order over the internet and you don't
have a firewall and anti-virus program running you may be leaving
your number available to hackers! Although secure web pages won't
leave your information available to prying eyes, viruses that 
store your keystrokes certainly might! To download this amazing
free program go to http://www.zonelabs.com and scroll down.


WHAT ARE THEY THINKING
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There are far too many people using free email addresses as their
primary business email address. What are they thinking? Using an
email address from a free provider for business is like selling
Rolex watches from an overcoat. An email address tied to your own
domain gives you credibility and the name recognition necessary
to build a valuable business. If a business owner doesn't care
enough about their business to present it properly there are 
many clients who will simply never buy. Free email addresses
are fine for chatting back and forth with your friends and 
family but businesses must present themselves accordingly. If
you think your free email address isn't hurting your business
think again! Spend the $5-$20 a month to get your own domain
and get your act in gear!


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